Africa Talent Contours Limited

Our client in the manufacturing sector and with offices in Nairobi and Meru is looking for a passionate & self-driven customer service officer to join our team. This is an exciting opportunity to grow with us and develop your career.

Reporting to: Head of Operations.

Job roles & responsibilities

Attend to walk in customers, assess their needs and provide a solution to their satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets.
Handle customer complaints, provide appropriate solutions, alternatives within the time limits and follow up to ensure closure.
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Act as the company gatekeeper
Inform customers of deals and promotions
Assist with placement of orders, refunds, or exchanges
Advice on company information
Seek support from other team members where the situation dictates

Requirements and skills

A bachelor’s degree in business-related courses with a minimum of two (2) years’ working experience in customer service.
Proven customer support experience or experience as a Client Service Representative
Track record of achieving targets
Strong phone contact handling and active listening skills
Familiarity with CRM systems will be added advantage
Customer Orientation and ability to adapt/respond to different types of personality
Excellent communication and presentation skills
Familiarity with all office applications
Ability to multi-task, prioritize, and manage time effectively