Employers

Showroom Customer Care Executive

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Job ID:

70

Location:

Nairobi 
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Job Views:

2722

Posted:

08.04.2016
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Job Description:

Job Purpose
Sheer Logic Management Consultants is seeking to recruit a Showroom Customer Care Executive on behalf of our client, a leading Telecommunications Service Provider in Kenya. The role is responsible for:

Service and Standards:
  • The Showroom Customer Care Executive is responsible for meeting the Customer Care Department Standards to ensure consistent standards of service excellence through implementation of continuous improvement initiatives.
Business Link:
  • As the first point of contact to the customer, acts as a link between the customer and the business;
  • Keeps management informed of schedules, priorities, and problems; and
  • Participates in performance appraisals. 
 Direct impact on the business:
  • Responsible for growth of business through retention and relationship building.     Accountable for company assets e.g stocks
Key Result Areas
Walk- in Operations Management to Achieve Against Customer Satisfaction Measurements
  • Manage Customer Relationship and Documentation compliance and completion;
  • Mainatain the defined quality of Customer service standards;
  • Manage the customer contact queue and customers tolerance;
  • Communicate and escalate factors that impact on customer experience to the appropriate departments;
  • Manage service delivery aligned to customer needs and business objectives;
  • Monitor and maintain facilities;
  • Adhere to dress code policy;
  • Adhere to defined access level to all customer related information systems;
  • Adhere to defined access & security levels;
  • Adhere to agreed staff schedule/ roster; and
  • Monitor and maintain response time objectives.
Business and Revenue Growth to Support our Client Achieve the Set Revenue and Subscriber Targets
  • Drive sales in the walk-in centers;
  • Increase customer base in both prepaid and post paid categories;
  • Contribute to, monitor and report daily productivity on all revenue generating activities;
  • Identify flaws in current procedures and/or policies with a view of improvement;
  • Through contact with the customers, give feedback on customer reactions to products and services rendered;
  • Lead the team in sales activations to increase shop’s revenues; and
  • Achieve/exceed set targets.
Customer Relationship Management
  • Communicate, improve interaction and escalate factors that impact on customers experiences to appropriate departments;
  • Contribute to the development of updated Customer Care Policy, Process and Procedure document; and
  • Ensure customer complaints are adressed appropriately and resolution given within service standards.
Leadership and Business Management
  • Takes responsibility for individual performance;
  • Jointly plans the operational activities of the walk-in centre under guidance from the Showroom Manager.
  • Promotes and maintains a high quality, professional, service oriented company’s image among users; and
  • Ensure proper maintainance of all office equipment.
Maintaining effective performance culture
  • Maintain a continuous clear and effective high performance culture and values;
  • Promote continuous customer centric culture and values thus maintaining high standards of customer service;
  • Maintain and promote a continuous culture of openness and transparency; and
  • Participate in quarterly employee satisfaction survey.
Risk and control
  • Reduce instances of fraud in both prepaid and post paid activations;
  • Minimise leakage of revenue at the shops by enhancing proper controls;
  • Ensure constant update on current trends of fraud and how to curb them; and
  • Ensure cash to stock reconciliation for advanced stocks every end of day.

Job Requirements:

Job Specification
 
Educational Qualifications & Functional / Technical Skills
  • University Degree (with a business bias or equivalent); and
 
  • Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.
 
Relevant Experience (Type of experience and minimum number of years)
  • University Degree in business or equivalent;
  • A minimum of 2½  years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage);
  • IT literacy;
  • Able to operate in a performance driven organization; and
  • Working knowledge of English & Kiswahili (a third language e.g. French, Spanish etc. will be an added advantage).
 
Other requirements (Behavioral etc.)
  • Natural Customer Service oriented; on delivery of an exceptional service experience;
  • Strong analytical skills and problem solving skills;
  • High personal standards and goal oriented;
  • Excellent interpersonal skills;
  • Excellent and effective communications skills; both orally and in writing;
  • Excellent organizational and time management skill;
  • Excellent team player;
  • Adaptive to change;
  • Young spirited; energetic and enthusiastic;
  • Works well under pressure;
  • Able to take responsibility, make prompt and informative decisions; and
  • Performance driven; aggressive to yield results.