Customer Support Executive Job Employd Staffing

Customer Service Jobs In Kenya

Job Location: Nairobi, Kenya.

Salary Range: Ksh 60K-80K

Job Summary

The Customer Support Executive will be responsible for providing exceptional customer service, handling maintenance inquiries, and resolving complaints related to our systems, products, and services.

Read>>>5 Interview Strategies to Get a Well-paying Job

Key Responsibilities.

• Respond promptly and professionally to incoming calls, emails, and chat messages from customers regarding maintenance inquiries and other service-related issues.
• Follow established procedures and protocols for handling customer complaints, including de-escalating tense situations, empathizing with customers, and proposing appropriate solutions.
• Scheduling of Technicians and follow-ups to ensure that all maintenance/ service jobs are effectively completed on time (as per the job card/s) and to customer satisfaction.
• Document & record customer interactions, including inquiries, complaints, and resolutions, accurately and thoroughly in the contact centre database or CRM system.
• Follow established procedures and protocols for handling customer complaints, including de-escalating tense situations, empathizing with customers, and proposing appropriate solutions.
• Collaborate with cross-functional teams, including technical, operations, and finance to escalate unresolved issues and ensure timely resolution.
• Encourage, develop, implement and maintain relationships with key clients and do periodic evaluation to customer service delivery processes to ensure effectiveness.
• Adhere to performance metrics and service level agreements (SLAs), including average response time, first contact resolution rate, and customer satisfaction scores.
• Maintain confidentiality of customer information and adhere to data protection regulations and company policies at all times.
• Contribute to a positive and collaborative work environment by sharing best practices, providing feedback, and supporting team members.
• Perform other duties as allocated and delegated by the organization.

Key Requirements:

• Degree in any Customer Service course
• 3 to 5 years of related Experience.
• At least 2 years Experience Working in Customer Focused position
• Tech-savvy, well conversant with CRM systems and MS Word, Excel & PowerPoint and capable of quickly learning new software applications.
• Strong communication skills, both verbal and written, excellent problem-solving abilities and attention to detail, pro-activeness and adaptability, great time management skills, empathy, persuasive speaking & Active listening.
• Flexibility to work in shifts as required.

Read>>>6 Things Keeping Your CV From Being Selected

How To Apply

Qualified and interested candidates should share their CVs to jobs@employd.co.ke with the subject line Customer Support Executive.

Only shortlisted candidates will be contacted.