Cyber Trace Limited Customer Care Agent Job in Kenya

Company: Cyber Trace Limited

Role: Customer Care Agent

Reports to: General Manager

Job Purpose: Provide information to customers; resolving product and service problems.


  • Sending and following up client quotations, and ensuring the accurate processing of customer quotations, orders, order confirmations and work certificates.
  • Forward requests of all assistance required on the job or problems encountered to the General Manager.
  • Effectively present and discuss the products and services of the company to current and prospective customers in a way that conveys an image of quality and superior understanding of customer needs.
  • To promote and forward recommendations to the General Manager on continuous improvement to the customer service process and standards periodically.
  • To ensure that all customer complaints, inquiries and requests are satisfactorily recorded, managed and resolved prudently.
  • Understand and appropriately use the company pricing system and sales policies.
  • Recording of all special requirements from customers and informing the relevant involved departments in a timely manner to address them in a satisfactory manner.
  • Preparation of contracts and delivering them to clients, following up on issued contracts to collect signed copies and updating of the client database daily.
  • Provide systems training for clients, informing clients if units have been removed from their vehicles, and informing clients of any system changes or migrations.
  • In conjunction with the Operations Manager, carry out customer satisfaction surveys and recommend action plans to improve on the weak areas.
  • Manage client calls professionally, efficiently and with good communication skills to all stakeholders, and ensure completion of client feedback forms.
  • Carrying out regular client visits and responding to client queries through walk-ins, phone calls and emails and timely submission of reports to the General Manager as per the agreed schedules.
  • Timely preparation and sending of customized reports to clients as prescribed by clients and nurturing clients to ensure customer retention.
  • Follow up issuance of new contracts in a timely manner to clients.
  • Increased up sales and referrals from customers.


a) Bachelor’s Degree/Diploma in sales and marketing/public relations or any related field.

b) At least 2 years working experience in client service operations.


  • Ability to work as a team
  • Good analytical skills.
  • Time management skills.
  • Exceptional communication skills



Deadline for application: 26th May 2018.

Salary: Kshs.45, 000 gross

Starting Date: 1st June 2018.

Job Summary:
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Nairobi, Kenya

Nairobi County

Sales and Marketing
Updated: May 22, 2018 — 3:18 pm