Customer Care Job - Jobs In Kenya Today

Customer Care Job - Jobs In Kenya Today

Job Summary

The role is responsible for delivering outstanding customer support through multiple communication channels, including calls and support tickets. The successful candidate will address customer inquiries, collect and analyze feedback from customer interactions, and contribute to maintaining a positive customer experience that supports business growth.

Key Duties and Responsibilities

• Handle incoming and outgoing calls promptly and professionally.

• Use established communication guidelines when addressing different customer concerns.

• Understand customer needs, provide accurate information, and recommend suitable solutions or alternatives.

• Identify opportunities to promote additional products or services where appropriate.

• Manage customer support tickets, including both escalated and newly assigned cases.

• Maintain accurate and organized records of customer interactions within the call center system.

• Achieve individual and team performance targets, both qualitative and quantitative.

• Recognize high-priority concerns and escalate them to management when necessary.

• Support after-sales services through customer surveys, follow-up calls, and related activities.

• Coordinate with third-party service providers regarding repairs, accidents, insurance matters, and other support needs.

• Respond to emergency situations reported by customers, including road accidents, evacuations, and rescue cases, while following escalation procedures.

• Assist with thermal incident reports and escalate issues to management as required.

• Provide support on matters related to driving training, logbooks, and number plates, escalating issues when appropriate.

• Receive and process customer documentation related to incidents and accidents.

• Participate in in-person training sessions covering products, systems, and escalation procedures.

• Suggest process improvements and troubleshooting ideas based on customer feedback and operational observations.

• Carry out additional customer support responsibilities assigned by the supervisor.

Experience and Skills Required

• Prior experience in a customer service or customer support position.

• Excellent verbal communication and active listening skills.

• Strong customer service orientation with the ability to adapt to different customer personalities and situations.

• Effective multitasking, prioritization, and time management abilities.

• Ability to monitor personal performance and measure results against set targets.

• Capability to stay composed and manage emotional responses professionally when handling sensitive or stressful situations.

Method of Application

Interested and qualified? Go to Q-Sourcing Servtec Group on jobs.qsourcing.com to apply