Powwater – Customer Experience Associate.

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Customer Experience Associate , Powwater
Who we are:
Water is the foundation for quality of life. Powwater’s mission is to empower the world through sustainable safe drinking water. The transparency that comes with the water testing we do gives consumers the power to choose high quality and affordable water because after all water is life
At the click of a button, you will be able to order and enjoy high quality water at affordable prices delivered fast and direct to your doorstep.
Currently based in Mombasa, we are a venture funded organization that is already having a great impact on communities across the world.
Powwater is looking for a Customer Experience Associate to lead and maintain positive customer relationships for Powwater.
The ideal candidate will interact directly with customers groups (customers, vendors and drivers) – receiving and making calls, taking customer orders and directing them appropriately, listening to concerns, resolving problems, and recommending appropriate actions thereof to the satisfaction of the customer.
You will work closely with the senior management of the company and will play a pivotal role in shaping the company’s future.
Responsibilities
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs
  • Receive all inbound calls and offer support to customers questions and queries in person, by telephone, or by email
  • Acknowledging and resolving customer complaints to a satisfactory conclusion.
  • Maintain an updated knowledge of the organization’s products and services
  • Keep an up to date record of leads and customers generated from various channels – (WhatsApp, online, phone, email) and manage the CRM system by keeping a record of customer transactions, interactions, comments and complaints.
  • Use customer insight to propose new ideas on how to improve Powwater and recommend new products/services or make suggestions for improvements by identifying relevant features and benefits
  • Coordinate with the Vendor and Driver teams to ensure deliveries are done in the shortest time possible whilst maintaining a great overall customer experience.
  • Ensure that payments are collected and logged in our system and receipts sent to customers
  • Collect testimonials from customers and provide any insightful feedback to management to develop our products and our brand
  • Maintain a positive, empathetic and professional attitude toward customers at all times giving customers a remarkable experience worth talking about
You should have:
  • 2+ years of previous customer service experience a plus
  • Extremely strong interpersonal skills and outgoing personality
  • An enthusiastic individual with outstanding problem solving, organizational and multitasking skills to assist customers in their customer journey
  • Detail oriented person with the ability to seamlessly plan, coordinate and execute projects
  • Ability to analyze data and proactively identify and address issues with customer accounts
  • An initiative taker who enjoys working independently once you receive clear directions
  • Proficient with customer-relationship management (CRM) software programs, and Google Suite
  • Strong command of written and verbal English and Swahili
  • Ability to maintain a calm and polite manner in stressful situations.
Benefits
  • Scale with a rapidly growing startup, with tons of opportunity for growth
  • Contribute to our mission and work in our dynamic and fast-paced team.
  • Competitive base salary based on experience

How To Apply

The need for this role is urgent, if the shoe fits, let’s talk…
Send an email to contact@powwater.com stating why you think we’re lost without you with your CV/Resume attached.
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