Summary
Date Posted: Wednesday, September 15, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Nazava is hiring for a dedicated, supportive Customer Service Officer who will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.
The Customer Service Officer will also grow, coach, and motivate call center representatives as they field calls from and to clients.

Position: Customer Service Officer
Contract Type: Full time
Start date: 1st of November 2021

Primary Responsibilities:
1. Manage inbound and outbound calls in a timely manner while following laid down procedures, guidelines, policies, and “scripts”.
2. Resolving product or service queries in a timely manner by identifying customer needs, clarifying information, analyzing cause, and expediting resolution.
3. Conducting product and service quality surveys with customers and recording feedback from time to time.
4. Generating leads for the sales team by screening callers and identifying potential sales opportunities.
5. Building repeat sales and retention through strong customer relationships by focusing on the customer wants and needs.
6. Working with multiple sales teams and cross-functional teams seamlessly.
7. Lead and inspire a team of customer service agents to deliver excellent levels of individual / team performance and customer satisfaction.

About the candidate:
• Managed customer escalations which ultimately resulted in favorable customer satisfaction rating, hence ability to deal with demanding customers and escalations.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Excellent communication, and listening skills.
• Excellent interpersonal skills and demonstrated ability to establish effective work relations at all levels.
• Proven ability to prioritize tasks, meet deadlines and work with limited supervision, proactive and a good team-player.
• High level of integrity and honesty.

Requirements:
• A Bachelor’s Degree in a Business Related course; Sales, Marketing or Customer Service Management.
• Proficiency with technology, especially computers, software applications, social media and phone systems.
• At least 1 year experience in a similar role.
• Experience working in a call center is an added advantage.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

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Job application procedure
Female Candidates Are Encouraged To Apply
To Apply: Use this link: https://forms.gle/rRtt9ftvJ5VFNiCE6
Please label the PDF documents as: YOURNAME_CV and YOURNAME_coverletter.
Deadline: 19 September 2021
Due to the volume of applications, we may not be able to respond to every individual application we receive
Nazava does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training or any other fees).
About Nazava
Nazava Water Filters Limited imports, trades and markets the best affordable household water filters to enable urban and rural Kenyan citizens to purify their tap, well, rain or river water and make it safe to drink, without the need for boiling or using electricity.
Nazava has impacted 500,000 people with access to safe drinking water. Our customers have increased their disposable income with 11 million US$ and together we have reduced 133 thousand ton Co2 emissions. As we replace the need for single use plastic we also contribute to the circular economy.
We provide a good working environment, are honest, integer and ambitious. We provide excellent customer care, quality control and service provision. And we’re always on the look-out for the newest technologies and solutions.
In order to amplify our impact in Kenya we plan to employ 116 Kenyan citizens in the next 4 years as the company continues to grow, expand, and deploy further investment in Kenya.

We are Nazava; and we are here to lead the safe water revolution.


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