Aftersales Associate at SunCulture Kenya Ltd

About the Role

The After Sales Associate manages SunCulture customer queries and complaints. You will also be asked to troubleshoot and escalate complaints across a number of communication channels with the main aim of maintaining and strengthening customer relationships that will lead to the growth and profitability of SunCulture.

Key Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Keep records of customer interactions, comments, and complaints on Freshdesk and other systems
• Provide feedback on the efficiency of the customer service process.
• Solid knowledge of all SunCulture products in order to address all customer queries.
• Acknowledge and resolve customer complaints within stipulated SLAs.
• Communicate with customers through various channels.
• Respond promptly to customer inquiries.
• Be flexible regarding the offered working hours.
• You need to be reliable and responsible in your daily undertakings.
• Train new members on SOPs for the after-sales team.
• Provide encouragement to team members by sharing important communication.
• Answer team member questions help with team member problems and oversee team member work for quality and guideline compliance.

Does This Sound like you?

• Hands-on, detail-oriented, and strong execution skills.
• Good communication Skills both Written and Spoken with the ability to interact freely with customers.
• Passion for irrigation and proactive in decision making
• Independent thinkers who are able to thrive in a fast-paced dynamic environment.
• In-depth knowledge of SunCulture products.
• Have the ability to handle pressure, meet deadlines
• Be organized and be an expert in  time management 
• An agile trainer capable of training and being trained and be very resilient and flexible
• Good basic computer skills in packages.
• O Level, diploma, or degree in communication, marketing, customer relations, or any other field is an added advantage.
• Experience in working with customer support teams.