Customer Service Officer at Chebango Tea Factory

Job purpose: Builds business by maintaining relationships with clients.

Supervises: Customer care staff

Key Responsibilities

• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Perform customer verifications
• Set up new customer accounts
• Process orders, forms, applications and requests
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Manage customers’ accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Disseminate information on policy changes and tea production to the existing and potential buyers all over the world.
• Facilitate regular certification of the company teas as demanded by the international standard organization (ISO) and the tea trade.

Accountability

Decision Making:

In liaison with the Factory manager make decisions on different marketing issues of the company.

Responsibility over data or information and assets

Responsible for any company asset under custody.

Responsibility over staff.

Customer services staff

Professional qualifications

Degree or Diploma in business administration/ sales & marketing from a recognized institution

knowledge of customer service principles and practices

knowledge of relevant computer applications

ability to type

knowledge of administrative procedures

numeric, oral and written language applications

product knowledge

Experience carrying out market survey for tea products.

Relevant Experience and Key skills

At least two (2) year’s experience in sales and marketing.

Personal Attributes

Excellent Presentation Skills

Client Relationships

Good negotiation skills and creative.

interpersonal skills

communication skills – verbal and written

listening skills

problem analysis and problem-solving

attention to detail and accuracy

data collection and ordering

customer service orientation

adaptability

initiative

stress tolerance

Performance Standards:

As per Key Performance Indicators (KPI) detailed in the employee’s annual work plan.