The Customer Service Executive will handle all Customer Care interactions by providing consistent standards of service to Clients and ensuring customer satisfaction. The role involves responding to all customer contacts by identifying, communicating, and meeting customer needs, as well as recording and resolving queries in accordance with pre-defined standards and measures, working within a team focused on providing quality service.
Basic Purpose
To handle all Customer Care interactions by providing consistent standards of service to Client and ensuring customer satisfaction.
To respond to all customer contacts by identifying, communicating and meeting customer needs, recording and resolving queries, in accordance with pre-defined standards and measures, working within a team focused on providing quality service.
Operates under general supervision.
Main Responsibilities and Duties
Develop positive relationships with customers and co-workers.
Participate as an active member of the Customer Care team.
Communicate in a positive, professional style.
Take care of company equipment and tools.
Take responsibility for resolving customer queries.
Ensure security and confidentiality of information.
Be knowledgeable on all company and client-related information.
Handle and Resolve a Range of Customer Contacts
Prepare to respond to customer contact within defined time-limits.
Acknowledge customers and greet using standard corporate greeting.
Elicit and verify information from customers (if applicable).
Escalate service requests.
Provide requested service.
Provide information and/or educate customer.
Record a Range of Customer Contacts
Record and capture customer details accurately.
Effectively retrieve information using appropriate systems.
Correctly classify all reasons for contacts.
Meet Performance Standards
Know and understand Customer Care Performance Standards and individual targets.
Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients.
Provide customers with their correct account details (e.g. loan balance and account numbers).
Maintaining data integrity and keep customer details confidential.
Responding to all customer correspondence via e-mail, telephone, and postal mail.
Attend daily briefing sessions with team.
Document, analyze, and interpret daily individual reports.
Provide daily feedback on performance in relation to pre-defined standards and measures.
Adhere to Customer Care (Outbound) schedule and professional attitude.
Escalates complex cases and liaises with the Team Leader to resolve customer queries and meet their expectations.
Additional Duties and Culture
Make the Call Center customer centric.
Provide feedback and suggestions.
Participate in team activities.
Promote a high-performance culture, customer-centric culture, and a culture of openness and transparency.
Essential Knowledge & Competencies
Good functional knowledge of most product lines. Good working knowledge of office procedures and general customer service standards.
General to good knowledge; frequent use and application of technical standards, principles, theories, concepts, and techniques.
Customer oriented with strong analytical, problem-solving, and negotiation skills.
Excellent interpersonal, organizational, and effective communication skills (both oral and written, eloquent).
Easy adaptability to change, team player, works well under pressure.
Qualifications
University Degree / Diploma in Business/Banking.
2 years' work experience.
IT literacy.
Able to operate in a performance-driven organization.
Knowledge of English and Swahili.
How to Apply
If you are interested, send your resume/CV to careers@finleyltd.com.
