We are looking for an individual to fill the following position in our Customer Experience Unit.
Job Title : Senior Customer Service Executive
Division/department: Customer Experience Unit
Immediate supervisor: Asst. Manager – Customer experience
Key Tasks, Duties and Responsibilities
• Support the Assistant Manager Customer service in the implementation of customer service policies, procedures and standards by interpreting and communicating procedures to staff at all levels.
• Resolve customer inquiries, concerns and complaints and ensure follow-up within the stipulated time
• Assist in monitoring the unit’s action plans to ensure set KPI’s are being met
• Assisting in designing and monitoring creative and effective customer service campaigns to improve service levels and staff awareness
• Participating in customer service training to employees
• Liaise between the contact centre and the unit on daily operations to track and report on company’s performance in delivering the defined customer experience
• Mining and analysing data to determine the level of customer service at each function Enhance customer profile
• Overseeing the customer service internal feedback mechanism
• Effectively communicate to both internal and external customers on issues and matters resolved.
• Developing and updating customer service standards, policies and procedures for the organization
• Maintain compliance with all company policies and procedures
• Compiling and generating reports as they relate to customer service surveys to identify customer service trends
• Act as custodian of various Customer Service materials and maintain relative control of the same.
• Participating in marketing drives
• Liaise with other departments and management on customer service issues.
• Cross-selling of the our products and services
Job Specifications
• University Graduate
• Professional Qualification in a relevant field
• 4 years relevant working experience
If you are interested and your skills / experience meet the requirements for the position, take the step and apply by sending us your profile on hr@korient.co.ke by Friday, 1st November 2013.
We are an equal opportunity Employer.
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