Customer Service Agent at Kilimall

Department/Function:Customer Service

Reports to:Customer Service Supervisor

Location:Mombasa Road

Athi River Athi55 Management

High level Position Summary (Describe the basic purpose of the role; key areas of responsibility)

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

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
• Manage administration
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process

Note: Your annual objectives and/or any other tasks assigned by your supervisor from time to time shall become an integral part of your deliverables.

Special Requirements:      

• 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
• Able to multitask, prioritize, and manage time efficiently
• Self-motivated and self-directed

Note: All job descriptions are subject to management review and may be modified based on business requirements. In case of any variation between this description and the actual duties performed, management has the right to make appropriate decision.

Knowledge, Experience, and Skills Required

• 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

Qualifications:

• Diploma, general education degree or equivalent
• One years’ experience

Behavioral Competencies:

• Very strong personality and organizational skills.
• Excellent verbal and written communication skills.
• A good team player.
• A good leader with people management and time management skills.
• High level of commitment to duty, and discipline.
• Demonstrable ability to put customer interests first.
• Strong focus on impact.
• Unquestionable level of integrity.