Customer Care Executives at Sheer Logic

Applicants should be residing in the mentioned regions.

Regions: Central, Western and Mombasa

Job Purpose

The Job purpose can be categorized as follows:-

Service and Standards

• The Customer Service Executive is responsible for meeting the Customer Care Department Standards.
• To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.

Business Link

• As the first point of contact to the customer, acts as a link between the customer and the business.
• Keeps management informed of schedules, priorities, and problems.
• Participates in performance appraisals.

Direct impact on the business

• Responsible for growth of business through retention and relationship building.
• Accountable for company assets e.g stocks

Key Accountabilities

• Manage Customer Relationship and Documentation compliance and completion.
• Maintain the defined quality of Customer service standards
• Manage the customer contact queue and customers tolerance
• Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.
• Manage service delivery aligned to customer needs and business objectives
• Monitor and maintain facilities
• Manage service delivery aligned to customer needs and business objectives
• Drive sales in the Walk in centers
• Increase customer base in both prepaid and postpaid categories
• Contribute to, monitor and report daily productivity on all revenue generating activities
• Through contact with the customers, give feedback on customer reactions to products and services rendered
• Achieve/exceed set targets
• Communicate, improve interaction and escalate factors that impact on Customers experiences to appropriate departments
• Ensure Customer complaints are addressed appropriately and resolution given within Service standards
• Promotes and maintains a high quality, professional, service oriented company’s image among users.
• Participate in quarterly employee satisfaction survey
• Reduce instances of fraud in both prepaid and postpaid activations
• Minimise leakage of revenue at the shops by enhancing proper controls

Skills & Knowledge

• University Degree (with a business bias or equivalent)
• A minimum of 2½ years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)
• Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.