Customer Care Executive at Africa Merchant Assurance Company ltd
Africa Merchant Assurance Company ltd
- Kenya
- Permanent
- Full-time
- Respond to customer inquiries through phone, email, or in-person, providing timely and accurate assistance.
- Foster strong relationships with customers by delivering personalized service and addressing their concerns effectively.
- Assist customers with product information, account updates, service requests, and general inquiries.
- Collaborate with internal teams to resolve customer issues and meet service expectations.
- Maintain accurate and up-to-date customer records, documenting communications and service requests.
- Handle complaints and feedback, resolving issues in a positive and professional manner.
- Follow up with customers to ensure satisfaction and that their concerns have been addressed appropriately.
- Assist in managing customer accounts, ensuring proper documentation and updates as necessary.
- Escalate unresolved or complex issues to the Customer Service Supervisor for further action.
- Provide feedback and suggestions for improving customer service processes and overall customer experience.
- Proactively identify opportunities to enhance customer satisfaction and recommend service improvements.
- Ensure alignment with customer service policies, procedures, and company standards.
- Assist with any additional tasks as directed by the Customer Service Supervisor.
- Any other responsibilities assigned to the jobholder by the supervisor from time to time.
- A minimum of a Diploma in Communication from a recognised university.
- Experience with customer service management systems and CRM tools is an added advantage.
- Must demonstrate high integrity and ethical practice
- Must demonstrate ability to work independently with minimum supervision.
- Must be a team player who is able to work cordially in teams
- Must demonstrate ability to multitask.
- Must demonstrate commitment to operational effectiveness
- Should have ability to solve problems by applying relevant business knowledge
- Should demonstrate professional expertise in the relevant work area
- Must have the ability to communicate for both written and oral communication
- Must be able to work under pressure
- Must be a flexible person, who is willing to learn and able to work flexible hours to achieve goals
- Must have knowledge in use of MS office packages
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