Position Title
Customer Support Executive.
Location
Nairobi Enterprise Road, Kenya
MAIN PURPOSE OF THE POSITION
To build a positive company brand image and offer dedicated customer satisfaction.
ROLES & RESPONSIBILITIES
- Handing activities at the reception desk and redirecting calls to the specific contact of interest internally.
- Cold calling and generating leads in collaboration with the Sales team.
- Scheduling and coordinating appointments for the Sales team
- Sending quotations in the specified format to clients as per the instructions from the relevant team members.
- Following up on the quotations sent to convert the quotations into orders.
- Feedback handling by conveying client concerns and recommendations to the relevant team members.
- Generating reports on the current quotations and the status during the regular team meetings.
- Sending samples to the client and following up on correction and final approval.
- Liaise with the dispatch team for delivery schedules.
- Attending to complaints and directing them to the relevant persons/departments.
- Preparing documents for tender/ contract pre-qualifications.
- Preparing documents and submission of tenders.
- Following up with the clients and checking if the quality of service and goods offered met the requirements/ client expectations.
- Cultivating and nurturing positive customer relationships to foster loyalty and instill a sense of trust in the brand.
- Investigating and resolving customer issues or complaints by diligently identifying the underlying cause, presenting suitable solutions, and following up to ensure a successful resolution including engagement of other concerned team members.
- Awareness of the company products to effectively respond to client questions.
REPORTS
General reports:
- Daily activity log.
- Call receiving register – recording calls details i.e. Name of person, to whom, reason for the call (new inquiry, general inquiry, product inquiry, quotation inquiry, negotiation inquiry, delivery inquiry, complaints).
- Quotation and conversion report give a report every day on the quotation sent and follow up.
- Visitors report: Visitor names; dates; Visited departments; reason; time of visit; remarks.
- Sample stocks report to be given on monthly basis.
- Sample movement report have a record on sent samples; recipients, Delivery confirmations, Sample returns etc
DESIRED QUALIFICATIONS & EXPERIENCE
Qualification:
- Degree or Diploma in Customer Relations Management or Business administration.
- Thorough understanding of customer support
Experience:
- At least 3 Years Experience in the field or similar field (Apparel and Garments Industry) is a preferred.
- Experience with report preparation.
KNOWLEDGE, SKILLS & ABILITIES
- Excellent verbal and written communication skills
- Effective interpersonally and attentive to details
- Proficient in computer applications
- Well-organized and responsible with problem-solving skills
- Keen to details
- Reporting skills
- Work ethics
- A team player with high level of dedication
- Ability to multi-task and completing deliverables sometimes with short deadlines
