Job summary

Assist with complaints and queries as well as serve customers by providing product and service information.

Min Qualification:

Diploma

Experience Level:

Entry level

Experience Length:

1 year

Language Requirement:

English

Working Hours:

Full Time - 9 to 5

Applicant Location:

Kenya

Job descriptions & requirements

Job Summary: Responsible for acting as a liaison between members and the Society. Assist with complaints and queries as well as serve customers by providing product and service information.

Essential duties and responsibilities: include the following, but are not limited to the job specifications contained herein.

• a) Ensure at all times the front office is tidy and manned.
• b) Receive inbound calls and respond to calls as appropriate
• c) Receive and register all emails and other written communication
• d) Ensure walk-ins are properly guided, while maintaining a que time of less than 5 (FIVE) minutes for each.
• e) Promptly resolve customer service issues to the customer’s satisfaction per the Society’s procedures and standards.
• f) Perform administrative duties, reports and special projects associated with Customer Support
• g) Improve customer service experience, engage customers and facilitate the Society’s growth.
• h) Keep accurate records and document customer service actions and discussions
• i) Maintain an orderly workflow according to priorities
• j) Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up with the relevant departments to ensure resolution.
• k) Resolve customer complaints via phone, email, mail or social media
• l) Use telephones to reach out to customers and verify information
• m) Greet customers warmly and ascertain problem or reason for calling
• n) Work with the different departments in the Society to stay updated on product knowledge and be informed of any changes in the Society’s policies
• o) Impact the company’s bottom line by problem solving and turning frustrated clients into satisfied ones.
• p) Provide quality service and support in a variety of areas including, but not limited to: membership requirements, filing of forms, and directing members to the relevant department
• q) Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and compile reports on overall customer satisfaction.
• r) Responsible for compiling and generating reports as they relate to customer service
• s) Build sustainable relationships and trust with members and colleagues through open and interactive communication
• t) Act as the Society’s gatekeeper by dealing with unsolicited communication and or queries.
• u) Cheerfully allow yourself to be assigned any other duty from time to time.

Qualifications (Academic)

• Diploma in Office Management
• Computer proficiency

Experience

• At least 1 year of hands-on experience
• Knowledge in CRM and Call center is an added advantage

Skills

• Excellent communication skills
• Must be committed to providing outstanding customer service and demonstrate strong interpersonal skills

• Ensure at all times the front office is tidy and manned.
• Receive inbound calls and respond to calls as appropriate
• Receive and register all emails and other written communication
• Ensure walk-ins are properly guided, while maintaining a que time of less than 5 (FIVE) minutes for each.
• Promptly resolve customer service issues to the customer’s satisfaction per the Society’s procedures and standards.
• Perform administrative duties, reports and special projects associated with Customer Support
• Improve customer service experience, engage customers and facilitate the Society’s growth.
• Keep accurate records and document customer service actions and discussions
• Maintain an orderly workflow according to priorities
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up with the relevant departments to ensure resolution.
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify information
• Greet customers warmly and ascertain problem or reason for calling
• Work with the different departments in the Society to stay updated on product knowledge and be informed of any changes in the Society’s policies
• Impact the company’s bottom line by problem solving and turning frustrated clients into satisfied ones.
• Provide quality service and support in a variety of areas including, but not limited to: membership requirements, filing of forms, and directing members to the relevant department
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and compile reports on overall customer satisfaction.
• Responsible for compiling and generating reports as they relate to customer service
• Build sustainable relationships and trust with members and colleagues through open and interactive communication
• Act as the Society’s gatekeeper by dealing with unsolicited communication and or queries.
• Cheerfully allow yourself to be assigned any other duty from time to time.

• Excellent communication skills
• Must be committed to providing outstanding customer service and demonstrate strong interpersonal skills

• Diploma in Office Management
• Computer proficiency