Customer Care Representative

Job Closed!
Company:The Managemaent University of Africa
Category:Customer Service & Customer Support
Job Type:Permanent
Location:Nairobi

Job details

KEY DUTIES AND RESPONSIBILITIES:

  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepare product or service reports by collecting and analyzing customer information
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships of trust through open and interactive communication.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Compile reports on overall customer satisfaction
  • Provide Internal/ external customer service support that achieve customer service goals.
  • React to problems and provide basic solutions based on prescribed guidelines or procedures.
  • Direct issues or concerns to the right person or group for resolution.
  • Answer inbound calls from customers to answer inquiries, handle complaints, troubleshoot problems and facilitate transactions. 
  • Conduct outbound dialing for various business reasons.
  • Educate customers on product lines, identify, document and escalate priority issues.
  • Able to maintain customer confidentiality.

QUALIFICATIONS, KNOWLEDGE & EXPERIENCE REQUIRED:

  • Diploma or Business related degree preferred
  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively

 

 

Apply Here

Be the first to know about a job posting, subscribe SMS Alerts. »
Customer Service & Customer Support The Managemaent University of Africa 2 months ago
JOB CATEGORIES