Customer Care Officer at Gusii Water and Sanitation Company Limited (GWASCO)

HR/001/08/2023

Job Purpose

• The Customer care officer is the first point of contact with the customer. The main responsibility is to answer customer enquiries about products, services and generate sales.

Duties & Responsibilities

•  Receive customer complaints
•  Analyse and record the complaints
•  Investigate the complaints and seek possible solutions though the mechanisms developed in line with company policy.
•  Liaise with other sections/departments in dealing with customer issues
•  Issue forms and other related documents and guide customers in filling them correctly
•  Follow up registered disputes by customers to make sure that they are resolved amicably and in good time.
•  Collecting and analysing customer feedback
•  Providing information about company products & services
•  Providing proactive customer outreach
•  Developing and documenting knowledge into helpful content
•  Tracking customer service KPIs and metrics
•  Establish and monitor the standards for customer service in the Company
•  Identify tasks critical to keeping customer satisfaction levels in check
•  Keep records of interactions and transactions with customer

Qualifications & Experience

•  Degree or Diploma in Business Management, Marketing, Public Relations or related field

 Relevant professional qualifications.

•  At least three (3) years’ experience in a busy commercial environment.
•  Possess relevant computer application skills

Direct Reports

•  Customer Care Assistants