Customer Support Executive.

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.

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 Job 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.

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.

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