The Customer Care Assistant I handles customer inquiries and front office support, requiring a Diploma in Customer Care/Public Relations/Communication, 6+ years experience (3+ as Customer Care Assistant II), and computer proficiency. Full-time role in Nairobi.
Responsibilities
Duties and responsibilities
will entail:
Providing
expert assistance and supervision to customer care assistants, addressing
inquiries, resolving issues, and ensuring overall satisfaction.
Leading
and guiding a team of customer care representatives, providing mentorship and
support to enhance their performance.
Ensuring
telephone serviceability of telephone operations.
Handling
escalated customer concerns, finding effective solutions, and ensuring a
positive customer experience.
Providing
customers with comprehensive and accurate information.
Maintaining
clear and concise communication with customers, team members, and other
functional areas to facilitate efficient problem-solving.
Monitoring
and evaluating customer interactions to maintain service standards and identify
areas for improvement.
Analysing
customer data and feedback to identify trends, patterns, and areas for
improvement in customer service processes.
Developing
and implementing improvements to customer service procedures to enhance
efficiency and effectiveness.
Implementing
strategies to retain and build long-term relationships with customers.
Maintaining
detailed records of customer interactions and resolutions, contributing to a
comprehensive knowledge base.
Staying
updated on industry trends and adapt to changes in customer needs, ensuring the
team is equipped to provide relevant support.
Handling
disputes or conflicts with customers diplomatically, aiming for swift and fair
resolutions.
Requirements
For appointment to this grade,
an officer must have at least:
Six (6)
years’ cumulative relevant work experience, three (3) of which should have been
at the grade of Customer Care Assistant II or in a comparable position.
Diploma
in any of the following: Customer Care, Front Office Management, Public
Relations, International Relations Public Relations, Communication Studies or
equivalent qualifications from a recognized institution.
Proficiency
in computer applications.
Competencies and Skills
Communication
skills
Interpersonal
skills
Report
writing skills
Presentation
skills
