Customer Care Job in Kenya

CUSTOMER EXPERIENCE ADVOCATE
(NAROK)

The Automobile
Association of Kenya is the largest Automobile Association in Kenya with over
100,000 members. Being affiliated to FIA, an international body in the
Automobile industry, we have remained as one of the major players in the
Automobile industry in Kenya. Subsequently we strive to provide a favorable work
environment for our employees. We are keen on developing our staff for growth.
Our ultimate goal is to have a workplace that people will love and achieve
their personal goals.

We have opened a branch
in Narok and we are seeking to engage a Customer Experience
Advocate to handle Customers relations at the Branch.

Job Purpose

Reporting to the Branch
Manager (Narok Branch), the position holder will manage customer relations and
interactions through the various channels to ensure customer satisfaction.

Key Responsibilities

• Provide customer relations service to both
  internal and external customers thereby ensuring customer satisfaction.


• Responsible for actively ensuring the retention of
  the Association’s customer base which includes promoting the Association
  to existing customers.


• Communicating with customers through various
  channels.


• Maintain interactions with the members and provide
  them with information on new service offerings.


• Ensure compliance with internal business processes
  and procedures and guiding clients on the same.


• Contribute to the development and maintenance of
  standards, policies and procedures regarding service offerings.



• Provide feedback on the soundness and
  effectiveness of the customer service policies and procedures to
  departments.


• Recording and handling of all enquiries and
  complaints pertaining to clients and providing feedback within the
  required time.


• Receive complete application for new members, new
  students and enter in the database.


• Update of data in the Association’s MIS.


• Verify client payments and issue receipts.


• Verification of invoices with data base entries
  ensuring accuracy and completeness of information.


• Checking the accuracy and completeness of the
  monthly branch summaries and preparing a summarized report.


• Reconciliation of credit sales, and receipts with
  Finance Department.


• Verification of ‘mobile money’ receipts with
  member information in the database ensuring that update is complete and
  undertake reconciliations thereof.


• Verifying reminder invoices and ensuring they are
  mailed to members


• Contribute to team effort by accomplishing related
  results as needed.


• Perform any other duties as may be assigned from
  time to time.

Minimum job requirements:

• Diploma or Degree in a Business Related Field or
  its equivalent.


• Minimum 1 Year experience in Customer Service.


• Good customer service, interpersonal and
  communication skills.


• Business Development acumen.

To apply, please forward
your CV to jobs@aakenya.co.ke by the 30^th July
2020. Please indicate “Customer Experience Advocate – Narok” as your subject line.