Vacancy title:
Customer Care Officer

Jobs at:
Esto Africa

Deadline of this Job:
30th September 2018

Duty Station:
Nairobi, Kenya

Summary
Date Posted: 27th August 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

About the Company

JOB DETAILS:
The candidate will be responsible for handling front-line telephone contact with customers, facilitating the earliest possible resolution of complaints and enquiries in line with the service standards and procedures.

Responsibilities for the Customer Care Officer Job

• Delivering customer service in line with ‘best practice’. Ensure compliance to relevant policies.
  
• Providing point of contact for customer enquiries, dealing with these through to a successful outcome
  
• To take accountability for timely comprehensive and conclusive customer responses through email, letters phone calls etc.
  
• Attend to and resolve, provide feedback on customer requests in line with 1st contact resolution(FCR)
  
• Pro-actively engage with customer to identify risks, problems and potential opportunities.
  
• Update & maintain customer records
  
• To inform and educate customers on products to ensure retention of existing customer; increase sales revenue and organizational customer base
  
• Monitor and track customer requests by ensuring accurate customer records are documented; directed to relevant department, and resolved to customer’s satisfaction
  
• Perform customer on-boarding and quality check to ensure customer retention
  
• Support front office with customer follow up and policy disputes by providing resolutions as per set turnaround time
  
• Mange customer document policy to ensure proper documentation for improved customer satisfaction.
  

Job Qualifications

• Degree/Diploma in Business Management or any related field
  
• At least 2 years’ experience in Customer service
  
• Excellent problem solving skills.
  
• Excellent Communication skills, both oral and written
  
• A team player with a positive attitude and good interpersonal and communication skills