Customer Service Executive Job in Kenya

Department: Customer Service

Position: Customer Service Executive
Reporting: Customer Service Manager

Job Purpose: Customer service executive is supposed to formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer services and establish the expectations. 

A CSE will handle phone, Internet and face-to-face interactions with clients. He/ she will manage client adjustments, claims, quotations and process customer orders. 
Will network with all groups and departments involved in customer orders, processing and support.Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face) Work within agreed service levels, striving to exceed customer expectations wherever possible. Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic Take ownership of queries and proactively follow through to resolution. Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager Assist the Customer Service Manager and management with any special projects assigned and provide backup to team manager when necessary.Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operationsMaintain professional working relationship with internal and external customers, customer service management and colleaguesSupports decisions made by Management and conveys positively to team members and other C/S locations. Perform quality assurance on work processed.Report workload statistics as required.Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.Provide flexible support for team members and other teams and foster a positive and a motivating environment.Demonstrate a positive and flexible approach to changing business priorities. Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement Identify and escalate recurring or consistent problems with systems functionality Assist in documenting any requirements information and process maps clearly and to the agreed standards Report to local management on progress of selected projects Key Competencies and Key Tasks
 Set high performance standards and pursue agreed goals Strive for constant improvements and take responsibility for achieving business results and persevere despite obstaclesReport problems to management with suggestions for resolutions Demonstrate an interest in and an understanding of issues relevant to your department Understand priorities, products and services and have a good grasp of how the department is runBring best practices to the attention of the department Problem solving and decision making    Diagnose problems and thoroughly analyze information to guide decision makingEvaluate and assimilate critical information when reaching  conclusions and make logical, competent decisionsDemonstrate cooperation and trust with colleagues, managers, teams and across departmentsActively participate in and conduct organized meetings.Interact with other staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.Be open to new ideas and make changes in the job and routine as requiredWork in line with business requirements in a flexible and optimistic mannerComplete tasks as directed by managementEstablish action plans and schedules for meeting departmental prioritiesAssign responsibilities, allocate resources and coordinate the activities to yourself and others so as to meet the objectives givenPromote your ideas persuasively and shape the opinion of your managers and to overcome resistanceBuild consensus for action and negotiate mutually beneficial solutionsExperience in the logistics industry is an added advantage
Email CV and salary requirements to recruitment@odumont.com with “Customer Service Executive” in the subject line