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Customer Service Officer

Location Bomet

Job Information

Reports to: Support Services Manager

Job purpose: Builds business by maintaining relationships with clients.

Supervises: Customer care staff

Key Responsibilities

Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle product and service inquiries
Provide pricing and delivery information
Perform customer verification
Set up new customer accounts
Process orders, forms, applications and requests
Organize workflow to meet customer timeframes
Direct requests and unresolved issues to the designated resource
Manage customers’ accounts
Keep records of customer interactions and transactions
Record details of inquiries, comments and complaints
Record details of actions taken
Prepare and distribute customer activity reports
Maintain customer databases
Communicate and coordinate with internal departments
Follow up on customer interactions
Provide feedback on the efficiency of the customer service process
Disseminate information on policy changes and tea production to the existing and potential buyers all over the world.
Facilitate regular certification of the company teas as demanded by the international standard organization (ISO) and the tea trade.

Accountability
Decision Making:
In liaison with the Factory manager make decisions on different marketing issues of the company.
Responsibility over data or information and assets Responsible for any company asset under custody.
Responsibility over staff.

Customer services staff

Job specification
Required qualifications
Minimum Professional qualifications

Degree or Diploma in business administration/ sales & marketing from a recognized institution

knowledge of customer service principles and practices

knowledge of relevant computer applications

ability to type

knowledge of administrative procedures

numeric, oral and written language applications

product knowledge

Desirable Experience carrying out market survey for tea products.
Relevant Experience and Key skills
At least two (2) year’s experience in sales and marketing.
Personal Attributes

Excellent Presentation Skills

Client Relationships

Good negotiation skills and creative.

Interpersonal skills

Communication skills – verbal and written

Listening skills

Problem analysis and problem-solving

Attention to detail and accuracy

Data collection and ordering

Customer service orientation

Adaptability

Initiative

Stress tolerance

Performance Standards:

As per Key Performance Indicators (KPI) detailed in the employee’s annual work plan.

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