Customer Care Representative at Safepak Limited

Reports to: Sales & Admin Manager

Department: Administration

Location: Nairobi

General Responsibilities / Duties

• Managing incoming calls and customer service inquiries.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Writing down customer orders and issue the orders to dispatch.
• Ensuring that the payments for cash sales are done before receipts for any order are generated.
• Coordinate on delivery of customer’s order to ensure all the deliveries have been done on time.
• Give instructions in the evening to ensure all trucks have been loaded in the evening for the morning deliveries.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal /customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Recommends potential products to management by collecting customer information. Contributes to team effort by accomplishing related results as needed.
• Take extra mile to engage customers.

Requirements

• Diploma / Degree in customer care or related field
• At least 2years experience in a FMCG
• Must be above 30years.