Customer Service Rep at Burhani Engineers Ltd

  • Full Time
  • Nairobi

Burhani Engineers Ltd

Job Description

  • Plays a critical role in managing simple and repetitive customer transactions, such as order processing, quotation generation, and issue resolution. The primary purpose of this role is to provide efficient and high-quality customer service, ensuring client satisfaction and facilitating streamlined order processing.

Key Responsibilities 

Centralized Transactions: 

  • Process customer orders, ensuring accuracy and timely fulfillment.
  • Generate quotes based on client requests, product information, and pricing guidelines.
  • Manage and resolve customer issues related to orders, deliveries, or product inquiries.
  • Ensure that all transactions are accurately recorded in the customer relationship management (CRM) system.
  • Streamline and automate transaction processes where possible to improve efficiency.

Client Communication: 

  • Serve as the primary point of contact for clients, responding to their inquiries and concerns.
  • Provide timely and informative responses to client questions, ensuring a high level of customer satisfaction.
  • Address client needs and issues by coordinating with other departments as necessary.
  • Maintain a professional and client-centric approach in all communication interactions.
  • Proactively follow up with clients to ensure their concerns are fully resolved.

Quotation Generation: 

  • Create detailed and accurate quotations for clients, considering their specific requirements and preferences.
  • Utilize standardized pricing guidelines and product information to ensure consistency.
  • Collaborate with the inside sales team to align quotations with client engagement efforts.
  • Update and revise quotations as needed to reflect changes in client needs or product availability.
  • Provide clear and comprehensive explanations to clients regarding the contents of quotations.

Triage Inbound Traffic: 

  • Manage inbound telephone traffic efficiently, answering calls and directing them to the appropriate department or individual.
  • Intercept and process simple orders, requests for quotes, and issues, ensuring a rapid response.
  • Use predetermined criteria to categorize and prioritize incoming inquiries for immediate action.
  • Maintain an organized system for routing calls and inquiries to the right team members.
  • Ensure that all simple transactions are processed directly through customer service, bypassing unnecessary steps.

Peak Load Handling: 

  • Anticipate and plan for peak workloads to prevent service disruptions during high-demand periods.
  • Collaborate with team members to allocate resources effectively to manage increased transaction volumes.
  • Implement strategies to maintain service quality and response times during peak load situations.
  • Continuously monitor traffic and workloads to identify trends and patterns.
  • Adjust staffing levels and work allocation as needed to accommodate varying workloads.

Coordination with Other Departments: 

  • Collaborate closely with the inside sales team to align schedules, share information, and streamline activities.
  • Work with the Campaign Coordinator to coordinate lead generation efforts with customer service activities.
  • Communicate effectively with the inside sales team to ensure they are well-informed about client interactions and opportunities.
  • Share feedback on client needs, preferences, and potential opportunities with relevant departments.
  • Participate in cross-functional meetings to enhance overall coordination and alignment of activities.


  • Diploma/ Bachelor’s Degree
  • Customer Service Experience: Proven experience in a customer service role, preferably in a similar industry, with a track record of effectively handling customer inquiries and issues.
  • Communication Skills: Excellent verbal and written communication skills to interact with clients in a clear and professional manner.
  • Client-Centric Approach: A strong customer-focused mindset with the ability to understand and address client needs and concerns.
  • Problem-Solving Abilities: Strong problem-solving skills to resolve customer issues, provide solutions, and ensure customer satisfaction.
  • Organizational Skills: Effective organizational skills to manage and prioritize incoming requests, inquiries, and orders.
  • Attention to Detail: A high level of attention to detail to accurately process transactions, orders, and quotations.
  • Telephone Etiquette: Proficiency in telephone etiquette and the ability to handle inbound calls with professionalism.
  • Team Collaboration: Ability to work collaboratively with other team members and departments to ensure efficient order processing and issue resolution.
  • Adaptability: Flexibility to handle varying workloads and adapt to changing circumstances and client demands.
  • Technology Proficiency: Familiarity with customer relationship management (CRM) software and other relevant tools used for transaction processing and client communication.
  • Client Relationship Building: The capability to build and maintain positive relationships with clients, ensuring client satisfaction and repeat business.
  • Stress Management: Ability to handle pressure and maintain composure during peak workload situations.
  • Client Documentation: Proficiency in maintaining accurate client records, including transaction history, inquiries, and issue resolutions.

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