Reports to: Managing Director,
Gross Salary: Ksh. 25K-30K,
Our Client is an established manufacturer of high quality roofing products and solutions seeking to hire a Customer Service Executive who will oversee the entire customer experience lifecycle, from pre-purchase interactions to post-purchase support and be business oriented while carrying out your duties.
Main Responsibilities and Accountabilities
- Define and track Key Performance Indicators (KPIs) related to customer satisfaction, loyalty, and retention.
- Monitor and report on progress toward customer service goals to senior management.
- Identify bottlenecks and inefficiencies that impact the customer experience and work to streamline processes.
- Implement best practices for handling customer inquiries, complaints, and support requests.
- Stay informed about emerging customer experience trends, technologies, and explore opportunities to leverage them.
- Utilize technology solutions such as CRM systems and analytics tools to enhance customer engagement.
- Handle escalated customer issues, providing effective solutions that align with company policies and customer expectations.
- Empower team members to handle complex situations with professionalism and empathy.
- Develop and execute a customer experience strategy that aligns with our business goals, values, and brand identity.
- Identify and prioritize key customer touchpoints to ensure consistent and positive interactions.
- Gather and analyze customer feedback, surveys, and market trends to gain insights into customer preferences and pain points.
- Translate customer insights into actionable strategies to enhance the overall experience.
Qualifications and Requirements
- Diploma in Business Management, Business Administration, Public Relations, Marketing or a related discipline.
- At least 2 years demonstrable customer service experience preferably in a manufacturing setup/ industry.
- Certificate/ professional qualification for Customer Relationship Management.
- In-depth experience in customer service management within a business-oriented context.
- Proficiency in customer feedback analysis and performance measurement.
- Familiarity with customer relationship management (CRM) software and relevant tools.
- Innovative mindset with a deep passion for delivering outstanding customer experiences.
- Assertive, self-starter exhibiting a strong sense of urgency.
- Enjoys working in a team-oriented environment and is highly motivated to provide a positive user experience.
How To Apply
Gross Salary: Ksh. 25K-30K,
If you are up to the challenge and possess the necessary qualifications and experience; please send your CV only quoting the Job title on the email subject (Customer Service Executive – Manufacturing) to vacancies@corporatestaffing.co.ke on or before 23rd February 2024.