Customer Care Representative Job Brites Management

  • Kenya
  • Permanent
  • Full-time
  • 7 hours ago
  • Apply easily
  • Handle all incoming customer inquiries through phone, email, and walk-ins in a professional and courteous manner.
  • Provide detailed product information including specifications, pricing, warranty terms, and availability.
  • Educate customers about the company's offerings to help them make informed decisions.
Order Processing & Tracking:
  • Assist customers with order placement, confirming product details, delivery timelines, and payment methods.
  • Follow up with production and logistics teams to ensure timely dispatch and delivery of customer orders.
  • Keep customers updated on the status of their orders, especially in case of delays or changes.
Issue Resolution:
  • Receive, log, and resolve customer complaints, returns, or product concerns promptly and effectively.
  • Escalate unresolved issues to the appropriate departments while maintaining accountability and tracking progress.
  • Ensure customer feedback is addressed and used to improve service delivery.
Customer Relationship Management:
  • Build and maintain strong, long-term customer relationships to foster repeat business.
  • Conduct periodic follow-ups with key clients to assess satisfaction and identify opportunities for upselling or cross-selling.
  • Maintain updated customer records, including contact details, communication history, and order preferences.
Internal Coordination:
  • Liaise with sales, production, dispatch, and finance teams to ensure customer needs are met seamlessly.
  • Communicate any customer-specific requirements or complaints to relevant teams to facilitate tailored service.
Reporting & Documentation:
  • Maintain accurate and updated logs of customer interactions using CRM systems or manual records.
  • Generate daily, weekly, or monthly reports on customer service performance, issues resolved, and feedback trends.
  • Assist management with data analysis to improve service processes.
Product Knowledge & Continuous Learning:
  • Stay updated on the latest products, changes in inventory, and company policies.
  • Attend regular training sessions to improve communication, conflict resolution, and technical knowledge of products.
Support in Sales & Marketing Initiatives:
  • Support the sales team with customer insights and historical data during campaigns or promotions.
  • Help in organizing customer engagement activities such as surveys, product demos, or open days.
Compliance & Company Standards:
  • Ensure all customer interactions comply with company policies, ethical standards, and industry regulations.
  • Handle sensitive customer data with discretion and in line with data protection policies.
Key Requirement Skills And Qualification
  • Diploma or Degree in Business Administration, Customer Service, or related field preferred.
  • Minimum 5 years of experience in a customer service or client-facing role
  • Previous experience in a plastic tank or manufacturing company will be a significant advantage.
  • Strong verbal and written communication skills
  • Excellent interpersonal and conflict-resolution skills
  • Proficient in Microsoft Office and CRM systems
  • Ability to multitask and remain calm under pressure in a fast-paced environment
  • High level of professionalism, integrity, and customer-centric mindset.
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