Customer Care Officer Job at Sapphire Concepts Kenya

Positions (3)

Reports to:  Customer Care Manager

Location: Nairobi

Purpose of the Position

The candidate will be responsible for handling front-line telephone contact with customers, facilitating the earliest possible resolution of complaints and enquiries in line with the service standards and procedures.

Responsibilities for the Customer Care Officer Job

• Delivering customer service in line with ‘best practice’. Ensure compliance to relevant policies.
• Providing point of contact for customer enquiries, dealing with these through to a successful outcome
• To take accountability for timely comprehensive and conclusive customer responses through email, letters phone calls etc.
• Attend to and resolve, provide feedback on customer requests in line with 1st contact resolution(FCR)
• Pro-actively engage with customer to identify risks, problems and potential opportunities.
• Update & maintain customer records
• To inform and educate customers on products to ensure retention of existing customer; increase sales revenue and organizational customer base
• Monitor and track customer requests by ensuring accurate customer records are documented; directed to relevant department, and resolved to customer’s satisfaction
• Perform customer on-boarding and quality check to ensure customer retention
• Support front office with customer follow up and policy disputes by providing resolutions as per set turnaround time
• Mange customer document policy to ensure proper documentation for improved customer satisfaction.

Customer Care Officer Job Qualifications

• Degree/Diploma in Business Management or any related field
• At least 2 years’ experience in Customer service
• Excellent problem solving skills.
• Excellent Communication skills, both oral and written
• A team player with a positive attitude and good interpersonal and communication skills

How to Apply

If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Customer Care Position) to communications@sapphireconcepts.co.ke before Friday 24^th August 2018.

Only candidates short-listed for interview will be contacted.