Customer Service Representative at Summit Recruitment and Search

  • Full Time
  • Nairobi

Summit Recruitment and Search

Key Responsibilities

  • Strengthen customer service capabilities by developing & enforcing Customer Service standards
  • Maintain a comprehensive knowledge of our products, services, and promotions to effectively assist customers and provide accurate information.
  • Identify and escalate complex or unresolved customer issues to the appropriate department for further assistance and resolution.
  • Keep detailed and accurate records of customer interactions, transactions, and inquiries in our customer relationship management (CRM) system.
  • Collaborate with cross-functional teams to ensure a seamless customer experience, working closely with sales, technical support, and other departments as needed.
  • Continuously strive for personal and team improvement by actively participating in training sessions and keeping up-to-date with product knowledge and industry trends.
  • Effective floor and queue management using provided tools & systems
  • Resolve escalated and complex customer issues on time.
  • Build customer relations by interacting with customers by telephone, email, or letter
  • Implement and practice the principles of the Quality Management System in daily job activities.
  • Deliver regular reports on the company’s performance on customer satisfaction.
  • Collection and documentation of all customer feedback obtained through interactions.
  • Reviewing team performance regularly against set customer satisfaction goals.

Qualifications

  • Must have a bachelor’s Degree in a Business-related field from a recognized University.
  • Must have a minimum of 5 years experience in a similar role in a fast-paced environment, preferably in the Tech sector.
  • A professional course in Customer service will be an added advantage.
  • Excellent verbal and written communication skills with a professional and friendly demeanor.
  • Comfortable working in GMT-5 hours.
  • Strong problem-solving and decision-making abilities, with a focus on finding solutions and providing exceptional customer experiences.
  • Strong interpersonal skills and leadership Skills.
  • Time management skills.
  • Ability to multitask and prioritize effectively in a dynamic and demanding work environment.
  • Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
  • Availability to work flexible hours, including evenings, weekends, and holidays as needed.

To apply for this job please visit www.summitrecruitment-search.com.