Customer Service Executive Jobs Kenya.

Dealfish is a Pan-African online classifieds business that is a division of MIH Internet Africa (MIHIA). Dealfish Kenya has an exciting opportunity for a talented and passionate Customer Service Executive who will be responsible for direct contact with external customers as well as internal customers in a dynamic support environment.

The Customer Service Executive is primarily responsible for taking customer support phone calls and emails, as well as responding with immediate solutions to end user and customer inquiries related to Dealfish Kenya. In addition, the Customer Support Executive will also be responsible for moderating listings to the Dealfish Kenya ensuring quality at all times.

The position will be responsible for both 1st level support with direct interaction with our customers and then in other cases serve as 2nd level support serving as an escalation point to other Dealfish Kenya Team Members.

The Customer Service will excel at working in a competitive landscape, deliver customer service, and maintain important client relationships. The successful candidate will report to Dealfish East Africa Regional Manager. We are looking for a Customer Service Executive with at least two years work experience.

JOB OUTPUTS/RESPONSIBILITIES
• Responds to requests for customer service assistance via phone, email, social media (e.g. Twitter, Facebook, Blog, etc), online chat or email.

• Provides service to help resolve customer concerns or process customer requests.

• Provides training to internal and external Dealfish Kenya users as and when required.

• Data Entry to the Dealfish Kenya web site as and when required.

• Diagnoses and resolves user functionality or technical issues.

•Customer service requests will cross the spectrum of general questions (how do i…?), actionable requests (please refund my purchase) to more technical request (can the system do…?)

• Performs outbound contact with customers for any range of services that may be required (e.g sales, customer service, etc).

• Updates customer data for accuracy.

• Assists the Dealfish development team in the testing of new and existing features and functionalities on our web site.

• Creates and updates customer support documentation based on end user feedback and also runs reports, analyzes data, and provides necessary feedback (create summary reports, charts, graphs, etc).

• Follows our standard methodology for handling customer service requests including logging issues in our Issue Management System, redirecting issues to the appropriate resource, and escalating situations requiring immediate attention.

•Moderation of ads posted onto the Dealfish Kenya web site ensuring minimal incidences of fraud as well as high quality ad listings at the same time.

• Produce weekly activity reports and monthly activity plans.

• Other duties and responsibilities as assigned.

• Consistent exercise of independent judgment and discretion in matters of significance.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

CONTEXT
(External factors which influence the work environment, taking future conditions and strategic requirements into account)

•Dynamic start up culture/expanding company

• Global organization

• Fast paced working environment.

• Leading edge internet focused company

CUSTOMERS
(External and internal individuals or groups to whom products, services, programs and information must be provided)

•Dealfish Kenya users (businesses and consumers)

• Employees of MIHIA and other subsidiaries

• Internal and external service providers

COMPETENCIES
(Personal capabilities which are critical to the production of quality outputs)

• You are passionate about what you do

•You have integrity

•What you do you do well

• With can do attitude

CORE QUALIFICATIONS
• Bachelors in marketing, advertising, sales, or related field

• 2+ years of online and customer service experience

• Innovative out of the box skills

• Highly organized team player who can multitask

• Excellent proofreading, verbal and written communication skills

• Pleasant and outgoing personality.

• Customers service orientated.

• Must be Committed, Positive and Hardworking.

• Able to work under pressure and meet deadlines.

•Ability to persuade and influence others.

If you meet the above requirements and would like to be part of the Dealfish Kenya team, please forward a comprehensive CV listing relevant skills and experience by Monday the 21st March 2011 for the attention of:

The Regional Manager
Dealfish East Africa
Email: hr@dealfish.co.ke

Should you not hear from us within 2 weeks of the closing date, you may assume that your application was unsuccessful.

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