Reports to: Customer Service Manager
Department: Customer Service, Marketing & Communication
Overall Objective: Provide excellent support and assistance to M-Gas customers so that they are completely satisfied with the M-Gas service and are delighted to use M-Gas for their cooking.
Responsibilities
- Respond to customer enquires in person, by phone and online helpfully and promptly.
- Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
- Maintain record of customer communications in CRM and other systems.
- Acknowledge and resolve customer complaints.
- Process orders, customer applications, and requests.
- Maintain customer records.
- Compile and distribute daily reports on customer products and credit usage.
- Perform customer follow up to ensure that they are enjoying the product.
- Identify and report computers system incidents to the technical team and the relevant managers.
- Make recommendations to improve customer service and business processes and systems.
- Prepare schedules for customer visits by technicians and sales representatives as required.
Other
- M-Gas offers 24-hour customer service. Agents are expected to work as per the agreed shifts.
Key Capabilities
- Good communication skills on the telephone and in-person.
- Friendly and helpful interpersonal style.
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Attention to detail.
- Fluent in English and Kiswahili.
Experience
- Experience working with customer support teams.
Education
- A Bachelor’s degree in any related field or a Diploma in any related field.
