Finley International is hiring a Customer Service Executive to handle inquiries, resolve issues, and support office operations.
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 the pre-defined standards and measures, working within a team that is
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 & 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 the standard corporate
greeting
- Elicit and verify information from customers (if applicable)
- Escalate service request
- 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 Responsibilities:
- Make the Call Center customer centric.
- Provide feedback and suggestions
- Participate in Team activities
Promote
clear and effective high performance culture and values.
- Promote a high-performance culture.
- Promote a customer-centric culture.
- Promote a culture of openness and transparency
Essential Knowledge:
- 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.
Competencies:
- Customer oriented
- Strong analytical skills and problem-solving skills
- Strong negotiation skills
- High personal standards and goal-oriented
- Excellent interpersonal skills
- Excellent and effective communication skills, both orally and in
writing, eloquent
- Excellent organizational skills
- Easy adaptability to change
- Young, spirited, energetic, and enthusiastic
- 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
