Customer Service Representative Job in Kenya

Customer Service Representative

Reports To: Director

Role Objective

The Customer Service Representative is responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.

Duties and Responsibilities
  • Deal directly with customers either by Telephone, Email and Face to face 
  • Follow up on progress on customer inquiries to ensure customer satisfaction. 
  • Raise job cards as per the customer orders on the LPO Produce up to date daily reports 
  • Act as customer advocate and liaise on customer’s behalf in HODs meetings. 
  • Analyze, evaluate and resolve customer enquiries at the first point of contact 
  • Deal with customer complaints and resolve them with a positive problem-solving attitude. 
  • Direct requests and unresolved issues to the designated resource person. 
  • Interact with production department to assist customers with trouble resolution 
  • Keep records of customer interactions and transactions 
  • Actively look for ways in which the service could be improved 
  • Respond to input from customers and production department (complaints, praise and concerns) to help us identify better ways of providing the service 
  • Identify root causes of issues and put forward proposals to the directors for improving the system and service to ensure that a longer term solution is provided. 
  • Undertake customer satisfaction research. Any other duties as assigned.
Skills and Interests 
  • Attention to detail and accuracy 
  • Analytical skills 
  • Good communication skills 
  • Excellent interpersonal skills 
  • High levels of professionalism, enthusiasm and a ‘can do’ attitude 
  • Ability to work with a significant attention to detail and thoroughness 
  • Strong interpersonal skills, ability to work with diverse groups
    Ability to prioritize and work with a sense of urgency 
  • Must be able to effectively handle stressful situations
  • Minimum diploma in Customer service, Public relations or a business related course 
  • 1 years experience in customer service position 
  • Knowledge of relevant computer applications 
  • Knowledge of customer service principles and practices
Those fulfilling the requirements of the above position should email their application together with a detailed CV, indicating your availability, expected and current salary via email to
On the Subject Line clearly state Customer Service Representative, not later than 27th July, 2012.

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