Customer Care Job in Kenya

Job Title: Customer Care

Department: Operations

Reports To: Head of Operations

Job Objective: Making sure every customer who comes through the door leaves happy, a customer service provides help and advice whenever they can.

Duties and Responsibilities:

  • Ensure to provide excellent customer service through phone, email, chat, etc. in a timely and accurate manner.
  • Serve as liaison between customer support team, management and clients to improve customer service and business productivity.
  • Analyze client complaints and provide appropriate corrective actions.
  • Assist directly or route clients to the appropriate personnel for assistance.
  • Ensure client satisfaction by meeting their needs in a courteous and timely manner.
  • Track, follow-up and resolve client’s outstanding issues in a timely fashion.
  • Develop customer service programs in order to provide outstanding service.
  • Prepare documentation and reports on routine customer correspondence for future reference purpose.
  • Assist in training peers on improving client support service.
  • Develop and maintain in-depth product knowledge.
  • Conduct customer surveys about the Institution’s service so as to obtain feedback.
  • Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.
  • Maintain weekly reports on client inquiries, responses and feedback so as to develop customer service analytics and trends.

Skills and Competencies:

  • Possess good communication and analytical skills
  • A team player
  • Ability to adjust priorities and manage time wisely in a fast-paced environment.
  • Problem solving skills
  • Experience in marketing and Business development in a clearing and forwarding company.
  • Computer Literacy

Education / Experience:

  • Minimum diploma graduate from a recognized university/college
  • Minimum of 5 years working experience.

How to Apply

Qualified candidates with Mombasa origin should send their CV including names of three referees and a daytime telephone contact and quoting current and expected salary to

Interviews will be done on a rolling basis until the position is filled.

Only shortlisted candidates will be contacted.

Sales and Marketing
Updated: November 16, 2019 — 9:26 am