Customer Care Executive

Job Summary:

The core responsibility is to ensure Rubis Energy customers experience excellent customer service.

• Manage all incoming customer calls.
  
• Supporting the customer through an email ticketing system.
  
• Maintaining a positive empathetic and professional attitude toward customers always.
  
• Responding promptly to customer enquiries.
  
• Communicating with customers through all available platforms.
  
• Acknowledging escalating and ensuring all complaints are closed within 48hrs
  
• Maintains product database with product numbers descriptions and pricing information updating new products.
  
• Mastering Rubis Energy products to ensure a positive customer experience and to strengthen the relationship between the business and its customers.
  
• Resolving customer complaints and managing feedback and queries. Providing detailed information to customers. Taking an ownership approach to handling customer issues.
  
• Communicating and coordinating with internal customers as necessary to ensure a strong sense of urgency to resolve customer issues.
  
• Keeping records of customer interactions comments and complaints through the CRM.
  
• We are providing feedback to the customer care and order processing manager on the efficiency of the customer care process.
  
• Perform occasional customer site visits.
  
• Collect and measure customer feedback to ensure 95% customer satisfaction.
  
• Resolve product or service problems by clarifying the customers complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution of customer complaint.
  
• Prepare product or service reports by collecting and analyzing customer information through CRM.
  
• Be at the center of ensuring Rubis Energy Kenya has a customercentric culture.
  

Requirements

• Undergraduate degree or an apprenticeship and additional certified qualifications.
  
• Up to 1 year experience.