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Customer Relations Executive , Smart Applications International Limited
JOB PURPOSE
To provide exceptional customer service to deliver mutual sustainable profitable growth.
JOB SUMMARY
The Customer Relations Executive is charged with responsibility for the provision and effective
management of assigned accounts and by extension larger Smart Customer Portfolio in line with agreed SLAs. This includes value positioning and derivation of the Smart offering to achieved optimized mutual ROI.
Key Responsibilities and Accountabilities
1. Attend to customer enquirers; provide appropriate solutions and alternatives in line with SLAs, Interface with other departments to ensure services Customer Expectations have been met/Surpassed.
2. To implement, support and monitor Smart system availability/Use by customers and ensure reliability by Customers.
3. To achieve the full level of use and value derivation of the Smart system to the customer including motivation for full integration into the customer processes and systems
4. Build, Maintain and manage healthy customer relationships and trust through interactive and open communication to enhance customer satisfaction, loyalty and retention as well as enhance Smart brand equity.
5. To monitor customer profitability and engage existing clients to generate more business in line with Smart’s business targets, including up-selling and motivation for timely settlement.
6. To regularly provide essential, agreed and required customer analytics and performance reports to aid in decision making and Smart impact assessment.
7. To consistently engage with Smart customers and relevant stakeholders through meetings, tele-visits and other appropriate forums as may be deemed necessary by the Company.
8. To capture customer requirements, innovations and enhancement needs of Smart solutions and services, document and facilitate feedback back to customer and implementation to realize efficacy.
9. Intricate grasp of customer needs and operations to enable the delivery of effective solutions including initiating model solutions based on customer needs and inquiries.
10. Carry out and participate in user acceptance testing for systems/enhancement intended for deployment as may be deemed relevant by the department.
Qualifications
1. Holder of a bachelor’s degree.
2. IT Proficiency especially in the Microsoft Office suite with an emphasis on Microsoft Word and Excel
3. Having worked directly with customers is an added advantage
Skills, knowledge, and abilities
1. Skill in customer service & support and training with demonstrated customer service orientation.
2. Strong and well developed analytical and report writing skills.
3. Quick learner with demonstrated product knowledge and professionalism.
4. Excellence in problem-solving skills
5. Excellent communication and interpersonal skills – both written and verbal.
6. Team player, with the ability to establish and maintain cooperative working relationships
with customers and other service delivery functions.
7. Self-starter with possession of self-management and self-drive to complete tasks and engage customers.
8. Ability to multi-task, prioritize, and manage time effectively
9. Organizational and time-management skills
10. Proactive and highly organized, with strong time management and planning skills.
11. Ability to work under tight deadlines, heavy workloads and remain calm under pressure with a high degree of individual responsibility, all of which are implicit with the position.
How To Apply
Interested candidates who meet the criteria above are encouraged to send their application
letter and detailed CV to cvs@smartapplicationsgroup.com by 31st January 2022 indicating the position on the Subject Line.
Smart Applications International Limited is committed to ensuring the security and protection of the personal information that we process, and to providing a compliant and consistent approach to data protection as per the Kenya data protection law of 2019. By providing us with your data, you consent to the use of your data for purposes of employment only.
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