Key Responsibilities
- Manage customer complaints: get the customer complaints through branches and customer care number on daily basis, update in the system, track the lead-time for complaint closure, and follow up to ensure all complaints are closed
- Communicate with customers and branches about repair and replacements of defective systems. Ensure systems are replaced in time when required
- After sales service: despatch monthly preventive maintenance schedule to all branches, get the service reports from branches and update in the system
- Customer satisfaction survey: conduct customer satisfaction survey over phone to ensure customer’s satisfied with product, installation, service, and report back to management
- Manage customer database, update all customer and system installation in the system, follow-up with branches for getting all documents and installation details
- Daily updating activity of customer database
- Daily reporting of customer complaints to Operations Manager
- Tracking of customer complaints for 100% closure
- Ensure customers and branches are informed about status of repair and replacement of defective systems. Monitor systems get replaced on time
- Release of preventive maintenance schedule to branches
- Tracking of preventive maintenance service for 100% completion within due date
- Maintain filing system at head office of customer records
- Provide daily, weekly and monthly MI related to after sales service to management team
- Conduct customer satisfaction survey every month / quarter
- On- line maintenance and tracking of Annual Maintenance Contracts
Skills and qualifications required for the Customer Care Kenyan Job
- Degree or diploma in business management, administration or customer care
- 3-5 years of experience in customer care
- Good typing speed
- Quick learner, so that if not technical by background, can pick it up
- Excellent communicator
- Confident and able to handle outside calls from customers
- Proficient in English and Kiswahili
- Go-getter that ensures any open / pending item is closed
- Self-sufficient, able to deliver with minimal oversight
The post Namanga Limited Jobs Customer Care Executive appeared first on Jobs in Kenya.
