Manufacturing Company Call Center Executive

Our client a manufacturing company is seeking to recruit a Call Center Executive to join their dedicated team.

Salary: 30k (Plus commissions)
 

Location: Nyeri
 

General Purpose: To contribute to the overall Sales and Marketing objectives of the organization by playing a proactive role towards customer service excellence, Sales order fulfilment and sales target achievement.

 

Position Description: As a Call Center Executive you will be part of a team of professionals charged with ensuring continuity of service to a growing number of countrywide customer. 

The call center executive is responsible for initial and follow-up order fulfilment, order generation, order tracking and customer service queries. 

The position holder plays the critical role of first point of contact with external audiences; and provides support by reporting and resolving problems and complaints.

Main Job Tasks and Responsibilities

• Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.


• Respond to emails and close service tickets within an established timeline


• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.


• Recruit and enter new customer information into system; manage such new customers for growth and sustainability.


• Seize opportunities to upsell products when they arise


• Track all orders received up to delivery to the customer; update all stakeholders at regular intervals.


• Keep an updated database with all existing customer information


• Identify and escalate priority issues


• Route calls to appropriate resource


• Follow up customer calls where necessary


• Document all call information according to standard operating procedures


• Describe products and present a winning business case to potential customers


• Complete call logs and produce call reports

Education and Experience

• Diploma in customer service, Marketing, Call Center management or equivalent. Bachelor’s degree would be an added advantage.


• Proficiency in use of an ERP


• Good knowledge of commonly used word processing, spreadsheet and database software packages


• Excellent command of written and spoken English and Swahili


• knowledge of customer service principles and practices


• knowledge of call center telephony and technology


• 2-3  years’ experience in a call center or customer service environment


• Good data entry and typing skills


• knowledge of administration and clerical processes

If qualified kindly send your CV to [email protected] clearly indicating ‘Call Center Executive’ on the subject line by 7th December 2017