Customer Advisor at Automobile Association of Kenya (AAK)

Reporting to the Branch Manager, with a dotted reporting line to the Customer Service Manager in Head office, the position will be responsible for providing service and product information as well as customer support to AAK’s customers. This position is instrumental in organizing and coordinating the customer service activities at the Branch level to achieve the agreed levels of service, output and performance standards by effectively interacting with customers.

Job description

The Customer Advisor will pay attention to the complete, end-to-end Customer Experience and walk the Customer Journey with our customers looking for opportunities to exceed their expectations. S/he will take advantage of customer behaviors that creates economic value to improve our offering and recommend potential products or services to the Association by collecting customer information and analyzing their needs.

Responsibilities

• Provide customer relations service to both internal and external customers.
• Responsible for actively ensuring the retention of the Association’s customer base which includes promoting the Association to existing customers.
• Answering all incoming calls.
• Processing customer correspondence.
• Maintaining interactions with the members and providing them with information on new service offerings.
• Ensure compliance with internal business processes and procedures and guiding clients on the same.
• Contribute to the development and maintenance of standards, policies and procedures regarding customer service offering.
• Provide feedback on the soundness and effectiveness of the customer service policies and procedures to departments.
• Recording and handling of all enquiries and complaints pertaining to clients and providing feedback within the required time.
• Receive complete application for new members and enter in the database.
• Contribute to team effort by accomplishing related results as needed.

Qualifications

For appointment to this position one must have:

• A passion for Customer Service
• Work experience of at least two (2) years in Customer Service
• A Bachelor’s degree or a Diploma from a recognized institution.
• Certificate in computer application skills from a recognized institution.
• Outstanding communication skills, both written and verbal.
• Exceptional organizational skills, including the ability to handle multiple assignments and prioritize work.