Customer Experience Representative Job

Customer Experience Representative Job, Current Customer Service Kenyan Jobs,
 
The Customer Experience Representative will act as a liaison between Tenakata and Customers, provide information about Tenakata’s product/services , answer questions, and resolve any emerging problems that our customer’s might face with accuracy and efficiency.
A successful Customer Experience Representative is expected to adapt to the fast-paced culture of both the company, the market and the customers we serve
Our customers are entrepreneurs. As a company, we are committed to aiding them in achieving their financial goals. It is imperative that the Customer Experience Representative be passionate equally, to our customer’s and company’s goals.

Responsibilities

  • Manage contact center (Calls, Emails, WhatsApp, Feedback Forms, Social Media, Emails etc) and meet all quotas
  • Assisting BDOs in the recruitment processes through collection of baseline data of the MSMEs
  • Assisting MSMEs in completion of processes within the Tenakata App
  • Identify and assess customers’ needs, researching, and analysing market trends, competitor analysis, and other relevant information.
  • Build sustainable relationships and trust with customer accounts through open and interactive communicatio
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions and any other necessary information through the Tenakata Admin/CRM system
  • Carrying out customer satisfaction surveys to help to identify areas for improvement
  • Perform other crosscutting duties as assigned.
Knowledge, Skills and Experience required:

  • At least 3 years proven customer support experience
  • Preferably a Bachelor’s degree
  • Proficiency with Microsoft Office Suite
  • Excellent communication (both written and spoken) and presentation skills
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Flexible and adaptable to changing priorities, able to effectively deal with people at all levels inside and outside of the Company
  • Ability to multitask, prioritize, and manage time effectively
  • Ability to go the extra mile to achieve company goals
  • Business and Technology savvy individual
  • Ability to manage social media platforms will be an added advantage.
How To Apply

Qualified candidates should apply via email with a Cover letter and a detailed CV highlighting relevant experience, current physical address and a daytime phone contact and the names of three professional referees to jobs@tenakata.com cc jkamau@tenakata.com with the subject line as the position applied for.
Available to start on the 1st week of October.
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