JOB PURPOSE:
This position will be responsible for promptly handling customers' enquiries, analysing and determining the service level and ensuring customer satisfaction.
KEY TASKS, DUTIES AND RESPONSIBILITIES
• Analyse and ensure customer enquiries are handled professionally and resolved within the agreed TAT to promote customer retention.
• Ensure all customer enquiries, concerns and complaints are followed up within the stipulated time frame.
• Assist in measuring customer satisfaction on an ongoing basis by conducting customer surveys and following up on customer feedback via the issues & recommendations tracker.
• Maintain high professional standards and strive to provide quality services to clients.
• Building and maintaining relationships with a range of stakeholders, including the ability to understand different stakeholder’s motivations and the ability to influence and persuade.
• Support the claims manager in the implementation of customer service policies, procedures and standards by interpreting and communicating procedures to staff at all levels.
• Place outbound follow-up calls to customers to sign up or renew their policies, claims acknowledgement and follow-up calls to service.
• Assisting in designing and monitoring creative and effective customer service campaigns to improve service levels and staff awareness.
• Liaise between the contact centre and the unit on daily operations to track and report on company’s performance in delivering the defined customer experience.
• Maintaining and updating customer service internal feedback mechanism.
REQUIREMENTS
A Bachelor’s degree in a business-related field from a recognized university.
2 years relevant experience in customer service
Vacancy title:
CIC Agent
Jobs at:
Hotpoint Appliances LTDhttps://greatkenyanjobs.com/employers/company-detail/company-Hotpoint-Appliances-Limited-2121/nav-42 " style="box-sizing: border-box;">https://greatkenyanjobs.com/jsjobsdata/data/employer/comp_2121/logo/Hotpoint%20Appliances%20Limited.png " style="box-sizing: border-box; font-family: arial, helvetica, sans-serif; font-size: 8pt;">https://greatkenyanjobs.com/jsjobsdata/data/employer/comp_2121/logo/Hotpoint%20Appliances%20Limited.png " style="box-sizing: border-box;">
Deadline of this Job:
13 January 2023
Within Kenya , Nairobi , East Africa
Summary
Date Posted: Friday, January 06, 2023 , Base Salary: Not Disclosed
JOB DETAILS:
Job Purpose
The purpose of the role is to meet departmental objectives by ensuring compliance of the set processes and procedures.
Job Responsibility and Accountability
• Ensure the Job Card is opened and printed within 24 Hours of receipt of goods from customers or dealers
• Capture full and correct Serial Number for Carry In at the point of receipt
• Update full and correct Serial Number for In-Home after Technical Visit
• Enure full and correct unit details including all accessories and their condition for Carry In are captured
• Send Email, SMS or Telephone Updates for Quotations within 48 Hours of status change by technician
• Send Email, SMS or Telephone Updates for Ready units within 24 Hours of status change to Ready by technician for Carry In
• Same day escalation to Branch Manager on a daily log sheet of complaints from customers either via email, telephone or face to face
• Happy Call within 48 Hours for All In-Homes for all Ready units
• In Home Dispatcher to ensure all rebooks are communicated to the customers 24 hours prior to the scheduled date including all emergency events scheduled for a specific technician
• Process the credit Notes, with all correct documentation, within 72 Hours of receipt from customers
• Ensure delivery notes are printed within 24 hours after conversion of repair unit to ready
Qualification and Experience
• Minimum of a Diploma in Business Management, Public Relations, Customer Service or relevant field.
• Customer service industry experience or Knowledge of customer service principles and practices.
• At least 1-year exposure in a supervisory role, responsible for managing a team in a target driven environment.
Key Skills:
• Excellent personal presentation and telephone etiquette.
• Administration oriented, speaks and writes excellent English.
• Proficient in relevant computer applications.
• Possess product and operations technical knowledge.
About the role:
• We are looking for an experienced Customer Success Lead who is passionate about solving customer’s needs and offering them delightful experiences. You will be responsible for driving customer retention and growth through proactive relationship management and work closely with our customers to understand their business goals and needs, use this knowledge to identify opportunities for product adoption, expansion, and upselling.
• You will also work closely with our product and engineering teams to troubleshoot, resolve technical issues and ensuring that the customers are receiving the best possible value from our product
Responsibilities:
• Manage a portfolio of customers, serving as the primary point of contact, providing timely and high-quality support and guidance to drive customer satisfaction and retention.
• Conduct regular check-ins and meetings with customers to understand their business goals, needs, and usage of our products.
• Onboarding new customers and creating customized success plans
• Work closely with product and engineering teams to prioritize customer feedback and advocate for customer needs.
• Identify opportunities for product adoption, expansion and upselling, and work with customers to develop and execute on strategic plans to drive growth
• Use data and analytics to identify trends and patterns in customer usage, use this information to drive continuous improvement in our products and customer experience.
• Monitor and report key performance indicators (KPIs) for customer success, including retention, expansion and upselling.
• Develop and maintain strong relationships with customers at all levels of the organization.
Requirements:
• 3+ years of experience in customer success, account management or a related field.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of the organization.
• Proven track record of driving customer retention and growth.
• Ability to think strategically and identify opportunities for product adoption, expansion and upselling
• Strong analytical skills and ability to use data and analytics to inform decision making.
• Experience working with cross functional teams, including product and engineering.
• Experience with SAAS products, preferably in a B2B setting.