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Role: Customer Service Executive
Experience: 0-2 Years of Experience
Location: Nairobi, Kenya
Key Responsibilities
- Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
- Receive customer queries and ensure these are resolved in a timely manner
- Help minimize defaults by reaching out to customers with delayed payments
- Proactively contact dormant customers directly to resolve any pending issues.
- Build repeat sales through strong customer relationships by focusing on customers’ wants and needs.
- Check customer satisfaction degree after a sale and increase customer retention.
- Make use of available opportunity to sell or advertise products to customers
- Make sure that whatever response given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues.
- Route calls to the appropriate channel(s)
- Move complex issues or complaints to supervisors
- Perform any other duties assigned .
- Must be flexible and easy to adapt and work with a diverse talented team.
- Must be Understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service.
Requirements
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