Customer Care at Yilmaz Company Limited (YCL)

Responsibilities for the Customer Care Job

• Manage customer complaints: get the customer complaints through branches and customer care number on daily basis, update in the system, track the prospect-time for complaint closure, and follow up to ensure all complaints are closed
• Customer satisfaction survey: conduct customer satisfaction survey over phone to ensure customer’s satisfied with products and services installation
• Manage customer database
• To answer customer sales enquiries and help generate prospects that prospect to maximization of revenue by the sales teams
• Online sales
• To methodically reach out to customers to secure prospects for the sales team
• Conduct customer satisfaction survey every month / quarter
• To assist marketing in implementing its customer satisfaction survey, by calling customers and taking them through the questionnaire
• To take incoming calls from potential customers, and pass these prospects to the appropriate individuals for sales closure
• To contact existing customers and request referrals to other potential customers
• Daily updating activity of customer database and in charge of CRM
• Daily reporting of customer complaints to Operations Manager/Shop Managers/Sales & Marketing Manager
• Tracking of customer complaints for 100% closure.
• Ensure customers and branches are informed about status of any complain
• Maintain filing system at head office of customer records
• Understand all the products in details
• Provide daily, weekly and monthly reports related to after sales service to Management Team
• To meet high ethical standards in line with the company culture

Customer Care Job Qualifications

• Excellent communicator
• Quick learner, so that if not technical by background, can pick it up
• Confident and able to handle outside calls from customers
• Proficient in English and Kiswahili
• Go-getter that ensures any open / pending item is closed
• Self-sufficient, able to deliver with minimal oversight
• At least 2 years experience in Fast moving consumer goods
• Minimum diploma in customer service/ public relations/ front office
• Experience in customer care is a must.
• Proven working experience in a similar role
• Proficient in Microsoft Office Suite Applications (Excel and Word processing)
• Excellent relationship building skills