Customer Service Rep at 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