Manufacturing Company Call Center Executive

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Our client a manufacturing company is seeking to recruit a Call Center Executive to join their dedicated team.

Salary: 30k (Plus commissions)

Location: Nyeri

General Purpose: To contribute to the overall Sales and Marketing objectives of the organization by playing a proactive role towards customer service excellence, Sales order fulfilment and sales target achievement.


Position Description: As a Call Center Executive you will be part of a team of professionals charged with ensuring continuity of service to a growing number of countrywide customer. 

The call center executive is responsible for initial and follow-up order fulfilment, order generation, order tracking and customer service queries. 

The position holder plays the critical role of first point of contact with external audiences; and provides support by reporting and resolving problems and complaints.

Main Job Tasks and Responsibilities

  • Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
  • Respond to emails and close service tickets within an established timeline
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Recruit and enter new customer information into system; manage such new customers for growth and sustainability.
  • Seize opportunities to upsell products when they arise
  • Track all orders received up to delivery to the customer; update all stakeholders at regular intervals.
  • Keep an updated database with all existing customer information
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating procedures
  • Describe products and present a winning business case to potential customers
  • Complete call logs and produce call reports

Education and Experience

  • Diploma in customer service, Marketing, Call Center management or equivalent. Bachelor’s degree would be an added advantage.
  • Proficiency in use of an ERP
  • Good knowledge of commonly used word processing, spreadsheet and database software packages
  • Excellent command of written and spoken English and Swahili
  • knowledge of customer service principles and practices
  • knowledge of call center telephony and technology
  • 2-3  years’ experience in a call center or customer service environment
  • Good data entry and typing skills
  • knowledge of administration and clerical processes
If qualified kindly send your CV to email protected clearly indicating ‘Call Center Executive’ on the subject line by 7th December 2017

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