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  • Posted: Aug 20, 2018
    Deadline: Not specified
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    Sometimes, words are not enough to express just how much you celebrate, appreciate, regard or love someone. Here at SureGifts, we make the art of gifting simpler but richer. For the sender, we offer the luxury of convenience. You don’t have to struggle to figure out the most ideal gift; neither do you have to go through the hassle of picking it up, wrapping and delivery. It’s all in a click of a button. For the recipient, get ready to free your storage room of un-preferred gifts. We know it’s the thought that counts, but it won’t hurt getting that thing you’ve always wanted instead! Gift Cards from SureGifts are sent with love. They can be personalized with special messages and delivered just in time to ignite the widest smile. You can have it delivered to the recipients’ e-mail or physical addresses, and they can redeem at your selected vendor or anywhere SureGifts Cards are accepted. What’s more? Prices are usually cheaper on SureGifts than in-store, and SureGifts Gift Cards don’t expire!
    Read more about this company

     

    Customer Service Executive

    Details:

    About the Customer Support Executive role.

    SureGifts creates and sells vouchers that are used for retail products in Africa. We build an end to end system that generates, distributes and redeem vouchers.

    The Customer Support Executive, SureGifts is responsible for providing effective customer service to all internal and external customers, using excellent, in-depth knowledge of SureGifts products to meet and exceed customers' expectations.

    Responsibilities:

    • Serve as the primary point of contact on all Client specific matters.
    • Communicate daily with clients via different channels (Telephone, Email, Web, Newsletters, Social media etc).
    • Process Client orders/requests/enquiries in line with SureGifts policy and procedures.
    • Collaborate with product and support teams to drive customer issues to resolution.
    • Partner with sales team to meet and exceed customer expectations through timely and accurate feedback and resolution of requests and complaints;
    • Follow up on all new and unresolved customer complaints/issues to ensure resolution.
    • Provide comprehensive and insightful reporting and updates on customer service enquiries, requests and complaints;
    • Contact current and prospective customers to sell and explain products and solicit for new business.
    • Maintain relationships with service providers to ensure client orders are within SLA;
    • Proactively identify and lead customer support process improvements.
    • Serve as the voice of the customer to prioritize for platform improvements;
    • Monitor and track customer satisfaction through regular check-ins or surveys
    • Provide administrative assistance and support

    Requirements:

    • University Degree
    • 3+ years of experience in a customer support role preferably within an eCommerce industry;
    • Experience with CRM systems and practices

    Skills

    • Exceptional Oral & Written Communication skills 


    • Customer/Client Focus.
    • Problem Solving/Analysis.
    • Time Management.
    • Teamwork Orientation.
    • Technical Capacity

    Person Specifics

    • Hands On! We are only looking for people who want to get their hands dirty and work in a scrappy startup environment.
    • Genuinely delighted to be of help and passionate about providing exceptional customer service;
    • Tolerant, empathetic, and can put yourself in the Client’s shoes and advocate for them when necessary
    • Strong ability to understand technical concepts.
    • Able to troubleshoot and investigate to fix the challenges Clients face
    • Able to problem solve and find creative ways to meet and exceed client’s expectations
    • Able to take initiative and perform under high pressure.
    • Committed to delivering high-quality results, with cost-effective use of resources 

    • Flexible, determined, and displays enthusiasm
    • Displays integrity and high personal ethical standards.

    Method of Application

    Interested and qualified? Go to SureGifts Kenya on suregroup.breezy.hr to apply

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