Customer Support Specialist at Chloride Exide (K) Limited (CEKL)

Position Overview

The Customer Support Specialist is in charge of all back-office operations within the Customer Experience department and acts as the escalation point for the Call Centre and other internal teams. The CSS is responsible for all written communications to customers via e-mail & social media and liaises with all internal departments towards managing wide-ranging customer issues including complaint resolution, follow-up of sales leads, requests for quotations and other customer queries.

Key Responsibilities:

• Manage escalations from the Contact Centre through the CRM system including customer complaints, sales leads, requests for quotations & invoices
• Manage maintenance contracts in liaison with the Technical & Sales departments & provide monthly reports:
  • Facilitate for contract renewals by sending reminders to customers whose contracts have expired
  • File all contracts & prepare monthly maintenance schedules on CRM to facilitate customer visits by the Technical team
• Co-ordinate welcome calls to all new customers through the Call Centre following conclusion of their solar installations to gauge satisfaction levels & share weekly & monthly reports.
• Respond to queries received on the Customer Experience mailbox within the set SLAs
• Manage and update the sales leads database, ensure information flow to the relevant sales teams & provide monthly reports
• Manage all Kenya social media pages and respond to all queries within the set SLAs, log all customer complaints & sales leads on the CRM system while converting queries into sales.
• Manage queries from the company’s website & facilitate for real-time responses on the live chat function
• Co-ordinate the loyalty program & ensure that customers receive their rewards on a monthly basis
• Participate in promotional activities for new products & services in liaison with the Sales & Marketing departments
• Warranty claim management – Where necessary, assist the Battery Centre in claim management processes including provision of claim feedback to customers
• Manage real-time NPS detractor feedback by calling customers to establish the reason for their dissatisfaction and facilitate for service recovery
• Participate in all internal Customer Experience initiatives as may be drawn from time to time

Skills & Experience:

• Bachelor’s Degree in Business Administration, Sales & Marketing or related business studies
• Certification in a Customer Experience course / program will be an added advantage
• Minimum 3 years’ professional experience in a customer experience back-office environment
• Proven track record in facilitating for customer satisfaction & management of detractor feedback
• Experience in digital marketing and managing social media sites
• Proficiency in MS Excel & data analysis
• Proven track record in upselling & cross-selling products & services
• Aged between 28 and 33 years
• Superior verbal and written communication skills, with an ability for tact and diplomacy
• Excellent interpersonal, multi-tasking and time-management skills
• Ability to work with diverse teams as a team player
• Outgoing personality and demonstrated passion for customers