NGORONGO TEA FACTORY LIMITED
Customer Service & Support
Rest of Kenya Full Time
Manufacturing & Warehousing
KSh Confidential
Job Summary
Reporting to the Sales and Marketing Manager, the customer service representative works to develop leads to grow the business, by receiving and processing sales order, anticipating customer concerns and offers practical solutions to resolve them. They will also support the smooth running of the front office, where all aspects of the guest journey and experience are delivered to the highest level.
Minimum Qualification:Diploma
Experience Level:Mid level
Experience Length:3 years
Job Description/Requirements
DEPARTMENT SALES AND MARKETING
SUPERVISOR LINE MANAGER – SALES AND MARKETING
JOB SUMMARY
Reporting to the Sales and Marketing Manager, the customer service representative works to develop leads to grow the business, by receiving and processing sales order, anticipating customer concerns and offers practical solutions to resolve them. They will also support the smooth running of the front office, where all aspects of the guest journey and experience are delivered to the highest level.
KEY RESPONSIBILITIES
• Operating and ensuring that the switchboard (PBX) is in good working condition at all time.
• Timely and efficiently receiving and processing incoming sales orders.
• Answering all calls on the customer service line and attending to all calls promptly as required.
• Providing proactive customer outreach through proactive chat, monitoring brand mentions, appropriately engaging in customer conversations on social media, proactively asking customers for feedback.
• Receive and assist visitors and telephone callers and providing them with the information about company’s products or refer them to appropriate officer as circumstances warrant.
• Receiving, sorting and distributing incoming mails in the company email address for the assigned office for actions.
• Handling customer complaints – resolving product or service complaints by determining the cause of the problem, selecting & explaining the best solution to solve the problem, expediting corrective action, following up to ensure it is resolved.
• Make official calls as directed and advised by the officers and restrict unauthorized calls and prepare charge sheets for private calls.
• Maintain up-to-date records of incoming/outgoing communication and/or sales orders either digitally or in written form.
• Ensure a professional front is provided at all times through proper management of the front office, taking detailed messages and interfacing with external and internal clients appropriately.
• Maintain the visitors all registers, diaries, and appointment cards, ensuring confidentiality and safe storage of these documents
• Assist with various administrative details.
QUALIFICATIONS
• Diploma in Business Management / Front Office Management / Customer Care or its equivalent from a recognized institution.
• 3 years hands-on experience in handling customer care services.
• Experience handling PBX will be an added advantage.
• Good oral and written skills in both English and Kiswahili.
• Ability to handle confidential information in a professional manner