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  • Posted: Aug 20, 2018
    Deadline: Aug 24, 2018
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    Sapphire Concepts offers clients diverse, customized services to ensure that they can optimize conversion rates, outperform all competitors, and enhance their relationship with the target market and media. We pride ourselves on delivering work that is backed by a real understanding of our citizens and client insights. The connoisseurs of the market and the pioneers of a culture of soft innovation.
    Read more about this company

     

    Customer Care Office

    The candidate will be responsible for handling front-line telephone contact with customers, facilitating the earliest possible resolution of complaints and enquiries in line with the service standards and procedures.

    Responsibilities

    • Delivering customer service in line with ‘best practice’. Ensure compliance to relevant policies.
    • Providing point of contact for customer enquiries, dealing with these through to a successful outcome
    • To take accountability for timely comprehensive and conclusive customer responses through email, letters phone calls etc.
    • Attend to and resolve, provide feedback on customer requests in line with 1st contact resolution(FCR)
    • Pro-actively engage with customer to identify risks, problems and potential opportunities.
    • Update & maintain customer records
    • To inform and educate customers on products to ensure retention of existing customer; increase sales revenue and organizational customer base
    • Monitor and track customer requests by ensuring accurate customer records are documented; directed to relevant department, and resolved to customer’s satisfaction
    • Perform customer on-boarding and quality check to ensure customer retention
    • Support front office with customer follow up and policy disputes by providing resolutions as per set turnaround time
    • Mange customer document policy to ensure proper documentation for improved customer satisfaction.

    Job Qualifications

    • Degree/Diploma in Business Management or any related field
    • At least 2 years’ experience in Customer service
    • Excellent problem solving skills.
    • Excellent Communication skills, both oral and written
    • A team player with a positive attitude and good interpersonal and communication skills

    Method of Application

    If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Finance officer Position) to communications@sapphireconcepts.co.ke before Friday 24th August 2018.

    Only candidates short-listed for interview will be contacted.

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