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    Customer Service Executive at - Nairobi, Kenya - Corporate Staffing

    Corporate Staffing
    Corporate Staffing Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description
    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.

    Responsibilities and Accountabilities

    Define and track Key Performance Indicators (KPIs) related to customer satisfaction, loyalty, and retention.
    Monitor and report on progress toward customer service goals to senior management.
    Identify bottlenecks and inefficiencies that impact the customer experience and work to streamline processes.
    Implement best practices for handling customer inquiries, complaints, and support requests.
    Stay informed about emerging customer experience trends, technologies, and explore opportunities to leverage them.
    Utilize technology solutions such as CRM systems and analytics tools to enhance customer engagement.
    Handle escalated customer issues, providing effective solutions that align with company policies and customer expectations.
    Empower team members to handle complex situations with professionalism and empathy.
    Develop and execute a customer experience strategy that aligns with our business goals, values, and brand identity.
    Identify and prioritize key customer touchpoints to ensure consistent and positive interactions.
    Gather and analyze customer feedback, surveys, and market trends to gain insights into customer preferences and pain points.
    Translate customer insights into actionable strategies to enhance the overall experience.

    Qualifications and Requirements

    Diploma in Business Management, Business Administration, Public Relations, Marketing or a related discipline.
    At least 2 years demonstrable customer service experience preferably in a manufacturing setup/ industry.
    Certificate/ professional qualification for Customer Relationship Management.
    In-depth experience in customer service management within a business-oriented context.
    Proficiency in customer feedback analysis and performance measurement.
    Familiarity with customer relationship management (CRM) software and relevant tools.
    Innovative mindset with a deep passion for delivering outstanding customer experiences.
    Assertive, self-starter exhibiting a strong sense of urgency.
    Enjoys working in a team-oriented environment and is highly motivated to provide a positive user experience.
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