Customer Relations Executive
AK – CRE-Mar 2010
Reporting to the Team Leader – Customer Relations Management, the incumbent will be responsible for growth in revenue as well as customer satisfaction by building and maintaining effective professional relationships with our clients as well as other members of staff.
Key Responsibilities
- To handle and respond to product queries from clients quickly, efficiently and accurately.
- Ensure customer satisfaction by communicating with each client at least twice a month)
- Make visits in the event of unique scenarios of either churn alerts or sign off meeting, billing disputes, and signing of upgrades. (Consult with Team Leader before scheduling and planning/organizing of any meeting at least one week prior.)
- Use of telephone etiquette and telephone script at all times while calling clients.
- Immediate and Responsive closure on all issues within 24 hours.
- Documentation of all communication with clients to build historical data.
- Offering advice about existing products and promoting value added services by building up detailed knowledge about the company's products
- Keeping abreast of market conditions and developments.
- Negotiating Service level agreements with internal clients in order to meet client demands and remain competitive with a target of 3 upgrades every month
Minimum Requirements
- Higher Diploma / Degree in Business Administration/ Communications or related discipline
- Must have a minimum of 2 years Customer service / client relations experience
- Excellent communication skills
- Excellent organization and planning skills
- A team player with strong interpersonal skills
- Excellent analytical and decision making skills
- Strong organization skills
- Ability to be flexible and adaptable to needs and demands without difficulty, strong ability to multi-task and attention to detail is a MUST
- Excellent computer skills in Microsoft Word, Excel, Power point, Access and internet
- Ability to work with minimum supervision
If you meet the above requirements and are self driven, proactive and up to the challenge, please send your resume and application letter quoting the job reference number to the address below. All applications must be delivered on or before 12th March 2010.
The HR Manager,
Access Kenya Group
Via email to: hr@accesskenya.com
