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Customer Service Representative
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Job Description

To manage walk in subscribers at any of our branches countrywide, addressing their issues proactively and minimizing churn.

 

Responsibilities

Provide Delightful Customer Service

  • Respond to one on one interactions and answers inquiries by clarifying and providing desired information
  • Provide excellent customer service
  • Adapt to changing needs of customer
  • Apply innovative solutions to various type of concerns / complaints
  • Maintain a professional attitude in challenging situations
  • Maintain a professional ambience and look & feel of the branch at all times
  • Maintain and present warm, pristine look Use gender-neutral language.

Manage Customer Accounts

  • Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries 
  • Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required
  • Address complaints with the goal of increasing satisfaction and securing renewals or saves
  • Troubleshoot and resolve customers’ problems with our product by determining the cause of the problem, then follow through with resolution
  • Achieve and maintain proficiency with our escalation matrixes
  • Maintain up-to-date database by reconfirming and updating customer details at every interaction
  • Working in a busy banking hall that involves collection of subscription from customers and doing an end of day balancing of cash, credit cards and cheques collected.
  • Follow up on customer inquiries not immediately resolved
  • Perform an on-line and physical trouble shooting of decoders, identify problems, give technical advice, and file service requests and follow-up on scheduling.
  • Create an efficient easy to use customer account file for invoicing which encourage frequent use by customers. 
  • Provision of technical support including swapping decoders
  • Provide customers with product and service information 
  • Up-selling of new and existing products and services
  • Identify, research and resolve customer issues using the computer system
  • Research billing issues and passing of journals in case of wrong billing
  • Research misplaced payments
  • Recommend process improvements
  • Attending to clients with decoder related queries

Quality Assurance

  •  Maintain at least 90% QA scores at all times
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Ensure first call resolution at every customer contact – reducing return visit

Customer Education

  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Ensure customer education on alternative contact options
  • Explain the payment options and process mechanism
  • Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer
  • Offers discounts or special deals as needed and within pre-established limits

Sales

  • Carry out sale of hardware and installation to new customers who visit or interact with the branch
  • Carry out sales of superior hardware and installation to existing customers
  • Sell additional value add product to new and existing customers
  • Sell hardware accessories for better customer experience or as after sales support

 

Skills and Qualifications

  • Minimum of 1 year in a commerce, business administration or sales or related fields
  • Bachelor’s Degree in a Business related field
  • Professional communication skills, written and verbal
  • Computer literate, numerical aptitude, and willingness to learn new skills
  • Passionate about customers and service delivery
  • Previous customer service experience required
  • Sales acumen or experience will be an added advantage

 

Job Details

Level : Mid level
Industry : Business
Salary : Ksh 30,000 - 45,000
Experience : None required
Applications : 48
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : Kaziweza limite...
Job ID : #552
Posted By Kaziweza limite... / 07 Oct 2021
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