Customer Service Executive at Corporate Staffing

  • Full Time
  • Nairobi

Corporate Staffing

Responsibilities:

  • Communicating day-to-day by responding to potential/existing customer inquiries through Emails, Calls, and Chats.
  • Managing customer interactions by multitasking between Emails and Calls, addressing requirements based on daily planning.
  • Answering calls from clients and providing necessary information.
  • Acting as the point of contact among employees, clients, and external partners.
  • Maintaining workplace security by issuing, checking, collecting badges, and maintaining visitor logs.
  • Assisting with administrative tasks, including copying, faxing, and taking notes.
  • Taking ownership of assigned emails, addressing concerns before the end of business.
  • Monitoring requests/quotations sent through email and ensuring timely responses within turnaround time.
  • Communicating pending requests to the Travel Manager.
  • Sharing weekly attrition reports and committing to reactivating dormant accounts.
  • Informing clients about procedures and answering questions through inbound calls.
  • Resolving complaints, implementing solutions, and escalating unresolved issues.
  • Properly escalating client queries through the CRM system.
  • Ensuring strict process compliance in line with business objectives.
  • Identifying opportunities for cross-selling or upselling additional products.
  • Maintaining and improving quality results by adhering to standards and guidelines.
  • Following up on client issues and feedback reports.
  • Generating reports on engagements and collected feedback.
  • Enhancing brand reputation and coordinating public events.
  • Organizing social responsibility programs and activities.
  • Overseeing creative inputs on the company’s communications and publications.
  • Conducting market research to stay updated with evolving customer needs.
  • Devising marketing communication/campaigns to clients via various channels.
  • Ensuring proper internal communication with staff on industry and organizational developments.
  • Responsible for briefing and delivering website updates in line with marketing campaigns.
  • Monitoring and improving the effectiveness of communication initiatives.
  • Administering a quarterly customer satisfaction survey.
  • Conducting regular communication and training.
  • Overseeing CRM launch and monitoring effective implementation.
  • Confirming customer data is maintained within the CRM system.
  • Preserving and promoting company reputation among staff and clients.
  • Brainstorming with the Tours department for the creation of packages.

Qualifications:

  • Undergraduate Bachelor’s Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business, or related fields.
  • Minimum of 5 years’ customer support experience or experience as a client service agent.
  • Must have worked with a CRM system for at least 3 years.
  • Strong phone contact handling skills and active listening.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Creative mind, excellent communication, and presentation skills.
  • Exceptional fluency in English and Swahili.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Experience managing and delivering marketing campaigns.
  • High energy, strong people management, and social skills.
  • Proactive approach, strong time management, and prioritization skills.
  • Organized and cool-tempered professional, able to handle a crisis.
  • Passion for Customer Service with outstanding problem-solving skills.
  • Ability to work with multiple tabs and browsers efficiently in a web browser-based support system.
  • Ability to thrive in a multitasking environment and adjust priorities on the fly.
  • Keen attention to detail and effective time management skills.
  • Eager to learn, adapt, and collaborate at all levels.
  • Outstanding work ethic, reliability, motivation, and professionalism.
  • Ability to handle pressure/stress, respond to criticism tactfully, and maintain a professional demeanor.
  • Ability to escalate issues through appropriate channels.

How to Apply:

If you are up to the challenge and possess the necessary qualifications and experience, please send your CV only, quoting the job title in the email subject (Customer Service Executive – Travel), to vacancies@corporatestaffing.co.ke on or before 20th December 2023.

To apply for this job email your details to vacancies@corporatestaffing.co.ke