Customer Service Executive at Janta Kenya

Key Job Responsibilities

• To prepare responses and fulfill customer inquiries to ensure customer satisfaction;
• Recording customer information, logging in queries and tracking responses;
• Resolve product or service problems by clarifying the customer’s complaint;
• Recommend actions on potential products and services to management by collecting customer information and analyzing customer needs;
• Prepare daily and weekly reports by collecting and analyzing customer information;
• Manage all incoming calls, emails, social media & texts and being accountable;
• Generate sales leads from incoming inquiries and calls;
• Build sustainable relationships of trust through open and interactive communication;
• Provide accurate, valid, and complete information by using the right methods/tools;
• Follow communication procedures, guidelines, and policies provided by the company; and
• Resolve customer complaints in professional manner through the approved mechanisms.

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

• Graduate in a Business related, Marketing, Communications or Social Science degree; OR
• Higher Diploma in a Business related degree, Marketing, Communications or Social Science;
• A strong background in data analysis & its accurate interpretation a must;
• Hands-on experience in handling customers through digital platforms;
• Competence in use of Access, Excel, word & power point packages- advanced excel & PowerPoint is an added advantage;
• Experience in FMCG is a must with experience in the dairy sector an added advantage; and
• Effective communication, sales negotiation, problem solving & presentation skills