Operation Customer Expert - Mombasa

Operation Customer Expert - Mombasa

BrighterMonday Consulting

Customer Service & Support

Today

Easy apply

New

Mombasa

Full Time

KSh
30,000 - 45,000

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Job summary

The Operation Customer Expert is responsible for providing professional and quality customer service both internally and externally.

Min Qualification:

Diploma

Experience Level

Entry level

Language Requirement

English

Working Hours:

Full Time - 8 to 5

Applicant Location

Kenya

Job descriptions & requirements

Job Summary / Overview

The Operation Customer Expert is responsible for providing professional and quality customer service both internally and externally. The Operation Customer Expert will be responsible for customer support at the designated touch point. The Operation Customer Expert must get full understanding of the customer's enquiry and attend to the customer, solving the issue and log it on CRM and all other systems as need be.

Key Responsibilities and Accountabilities

Functional Responsibilities

• Provide one-stop customer support for all services by responding to customer contacts within defined SLAs

• Resolving all complaints, concerns and issues in a timely and diplomatic manner.

• Conduct activities professionally

• Demonstrate knowledge of service standards or service level agreements

• Demonstrating knowledge of the impact of providing professional service to Customers.

• Understanding the importance and impact of first call resolution (FCR)

• Working with the Team leader on performance improvement as an individual and with the team as a whole

• Ensuring complaints/concerns are resolved or escalated on time

• Determining when a problem requires action from a higher level of authority

• Participate in regular team meetings

• Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up

• Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.

• Updating client comments, complaints, reports and compliments on all relevant Systems

• The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needs

• Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases

• Take full ownership of customer cases that land and handover unresolved cases at end of day

• Confirm client information and update on existing database.

• Enhance customer loyalty and upsell accordingly.

• Record information on the reason for contact – service request, enquiry or complaints.

• Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.

Standard General Security Roles and Responsibilities