Key Responsibilities:
- Online Engagement: Interact with clients/customers through
various online channels, including email, live chat, social media, and
online forums, to address inquiries, provide assistance, and resolve
issues in a timely and professional manner.
- Client/Customer Support: Provide proactive and responsive
support to clients/customers, offering guidance, troubleshooting
assistance, and solutions to ensure their needs are met and concerns are
addressed effectively.
- Relationship Building: Cultivate positive relationships with
clients/customers by actively listening to their needs, demonstrating
empathy, and showing genuine interest in their satisfaction and success.
- Online Reputation Management: Monitor online conversations and
reviews related to our company, products, or services, and respond
appropriately to maintain a positive online reputation.
- Feedback Collection: Gather feedback from clients/customers
regarding their experiences, preferences, and suggestions for improvement,
and relay this information to relevant teams to inform product/service
enhancements and process improvements.
- Cross-functional Collaboration: Collaborate with internal
teams, including sales, marketing, product development, and customer
service, to address client/customer needs, share insights, and ensure a
seamless online experience across all touchpoints.
- Data Analysis: Track and analyze online interactions, customer
feedback, and performance metrics to identify trends, patterns, and
opportunities for optimization, and provide actionable insights to drive
continuous improvement.
- Online Community Management: Engage with online communities,
groups, and forums relevant to our industry or target audience, sharing
valuable content, participating in discussions, and building brand
awareness and loyalty.
Qualifications:
- Proven experience in customer service, client relations, or
online community management role.
- Excellent written and verbal communication skills, with a
strong command of grammar and spelling.
- Proficiency in using online communication tools and platforms,
such as email, live chat software, social media platforms, and forums.
- Ability to empathize with clients/customers and effectively
address their needs and concerns with patience and professionalism.
- Strong problem-solving skills and the ability to think
critically and creatively to resolve issues and exceed client/customer
expectations.
- Detail-oriented with excellent organizational and time
management skills, capable of managing multiple tasks simultaneously in a
fast-paced environment.
- Positive attitude, adaptability, and a willingness to learn
and grow in a dynamic and evolving industry.
How To Apply
Qualified
candidates are invited to send one PDF of their cover letter, CV, contact
information for three references, and salary expectations to careers@afrisoltech.co.ke. Only pre qualified applicants will be contacted for
interviews.
