Customer Service Assistant at Diversey

Customer Service Assistant at Diversey – Diversey Kenya Job Details

Responsibilities include:

• Conduct tele-sales and debt collection activities, making phone calls to customers to follow up on payments and orders assigned.
• Generate orders through tele-sales to complement the sales team’s activities.
• Monitor and manage follow-ups and replenishments for ABP sites.
• Address outstanding orders, resolving various issues such as wrong pricing or credit stop, as per assigned salespersons.
• Coordinate invoicing, dispatch of goods, and ensure on-time and complete delivery.
• Communicate order status and other relevant information to customers.
• Identify and address customers’ critical needs; inform Account Manager in case of product unavailability.
• Gather customer feedback and effectively communicate it.
• Establish and maintain a strong communication link with customers to enhance loyalty.
• Handle and follow up on customer inquiries, managing customer accounts as per the sales team’s allocation.
• Maintain accurate records of outstanding orders, including reasons for delays, and inform the respective Account Manager.
• Attend sales meetings as required, providing feedback to the Sales Coordinator.
• Perform order entry and raise NIS Forms for Not In Stock products in collaboration with the Invoicing officer.
• Manage all consignment accounts, ensuring timely and complete replenishments.
• Undertake any other duties assigned by the Company as needed.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree preferred
• 3-5 years of relevant work experience in a Customer Service function preferred
• Computer literacy (SAP/JDE, Microsoft Office, Gmail and Google docs)

The role involves proactively engaging with customers, attentively listening to their needs, and providing timely responses. Collaborating closely with Account Managers to ensure the fulfillment of agreed-upon service levels with customers. Responsible for managing customer accounts aligned with the Sales team allocated.

• Professional communication skills – Should be able to communicate with peers, customers and vendors both via verbally and via e-mail in a respectful and friendly manner when under stress
• Active listening skills – Ability to ask probing questions, understand concerns and overcome objectives
• Ability to build relationships by phone and e-mail
• Attention to detail – Should be able to complete accurate data entry tasks
• Action orientated – Should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn
• Collaborative team player – Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy