Customer Experience Associate at Powwater

Powwater is looking for a Customer Experience Associate to lead and maintain positive customer relationships for Powwater. The ideal candidate will interact directly with customers groups (customers, vendors, and drivers) - receiving and making calls, taking customer orders and directing them appropriately, listening to concerns, resolving problems, and recommending appropriate actions thereof to the satisfaction of the customer.  You will work closely with the senior management of the company and will play a pivotal role in shaping the company’s future.

Responsibilities

• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Receive all inbound calls and offer support to customers questions and queries in person, by telephone, or by email
• Acknowledging and resolving customer complaints to a satisfactory conclusion.
• Maintain updated knowledge of the organization's products and services
• Keep an up-to-date record of leads and customers generated from various channels - (WhatsApp, online, phone, email) and manage the CRM system by keeping a record of customer transactions, interactions, comments, and complaints.
• Use customer insight to propose new ideas on how to improve Powwater and recommend new products/services or make suggestions for improvements by identifying relevant features and benefits
• Coordinate with the Vendor and Driver teams to ensure deliveries are done in the shortest time possible whilst maintaining a great overall customer experience.
• Ensure that payments are collected and logged in our system and receipts sent to customers
• Collect testimonials from customers and provide any insightful feedback to management to develop our products and our brand
• Maintain a positive, empathetic, and professional attitude toward customers at all times giving customers a remarkable experience worth talking about

You should have:

• 2+ years of previous customer service experience a plus
• Extremely strong interpersonal skills and outgoing personality
• An enthusiastic individual with outstanding problem solving, organizational, and multitasking skills to assist customers in their customer journey
• A detail-oriented person with the ability to seamlessly plan, coordinate and execute projects
• Ability to analyze data and proactively identify and address issues with customer accounts
• An initiative taker who enjoys working independently once you receive clear directions 
• Proficient with customer-relationship management (CRM) software programs, and Google Suite
• Strong command of written and verbal English and Swahili
• Ability to maintain a calm and polite manner in stressful situations.

Benefits

• Scale with a rapidly growing startup, with tons of opportunity for growth
• Contribute to our mission and work in our dynamic and fast-paced team. 
• Competitive base salary based on experience