Customer Service Assistant Job in Nairobi Kenya – Household and Electronics Products Distributor

Our client, the largest distributor for Household and Electronics Products in the region, is seeking recruit Customer Service Assistant to join their dedicated team in Nairobi

Department: Service Centre

Reporting to: Service Centre Manager

Service Dept CIC Objectives

  • To meet our Service Dept CIC objectives of ensuring 100% compliance to set processes and procedures
  • To ensure that feedback forms our customers through written surveys and happy-calls are completed within the specified period i.e. 48 hours after in-home repair is conducted and live at premises where a carry-in repair is done
  • To ensure that calls are answered within 3 – 4 rings and emails responded to within 2 hours after receipt
  • To monitor RTAT/NPS and MOT activities and ensure that these rankings are kept within the targeted ranges
  • To ensure compliance with all ISO related processes and procedures relating to CIC activities
Duties and Responsibilities
  • To answer all incoming service calls and tend to customer inquiries as part of the CIC Team
  • To attend to walk-in customers courteously and respectfully and to ensure overall 100% satisfaction with service offered
  • To ensure that ALL job-cards are opened and updated correctly with zero  errors
  • To raise pro-formas accurately and seek approvals of same
  • To monitor RTAT compliance by managing the repair end date in its relation to the receipt date on ALL job-cards
  • To run relevant SPX reports, and compile data in relation to ready repaired units, quotations, returns, pending parts, etc to share with SVC Manager
  • Managing  in-home repairs, the scheduling and pre-visit confirmations and the happy-calling of in-home customers 48 hours after the repair is concluded
  • To raise cash sale receipts and credit notes and to stand-in for CIC cashier when the need arises
  • Any other duties assigned
  • Minimum University Degree in related field.
  • Minimum 2 years’ experience in the same or related field
  • Good Customer Care skills
  • Good command in English
If qualified kindly send your CV to clearly indicating ‘Customer Service Assistant’ on the subject line by 15th July, 2016. 
Do not attach your certificates

Only shortlisted candidates shall be contacted. 

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