Customer Service Agent
Pasi Merchants Limited
Nairobi CBD
2d ago
source : Pigiame
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  • Today, 17 : 50 Ad ID : 1623628 KES 15,001 - KES 30,000

    Customer Service Agent

    Nairobi CBD Nairobi Details Employer Pasi Merchants Limited Company Industry Logistics & Transportation Work Type Internship Volunteer Job Level Entry level Minimum Qualification Bachelor Years Experience 0 years Application Deadline 2019-12-23 Description

    Salary Currency : Kenyan Shilling

    Job Description

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
  • expediting correction or adjustment; following up to ensure resolution

  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods / tools
  • Meet personal / team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Answer questions about terms of sale
  • Suggest solutions when a product malfunctions
  • Handle product recalls
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media
  • Creates marketing and social media campaigns and strategies, including budget planning, content ideation, and implementation schedules
  • Requirements

  • Passionate about customer service
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices will be an added advantate
  • Customer orientation and ability to adapt / respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Tech savvy
  • Experience with Major Social Media Platforms
  • Content Creation , Copywriting, Graphic Design, Web Design and Strategy
  • Diploma,degree preferred
  • Customer Service Agent will be responsible for handling new and existing clients. The key role is to ensure the clients receive exemplary service.

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