Customer Care Executive
Posted on :
22-02-2024
Employer Active
1 Vacancy
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Job Description
Job Summary:
The Customer Care executives primary function is to attract customers by fielding inbound inquiries and complaints from customers troubleshooting issues as they arise and maintaining an open line of communication across the organization.
The core responsibility is to ensure Rubis Energy customers experience excellent customer service.
Key Responsibilities:
- 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.
A Bachelor s degree in Business, Marketing, or related fields, a Master's Degree is also desirable. Professional qualifications in Sales and Marketing. At least 10 years extensive experience in senior management level, preferably within the Energy sector. Experience in the Ugandan or East Africa petroleum industry shall be added advantage. Experience in managing budgets effectively, financial management, setting up effective metrics and business processes. Leadership experience with a thorough knowledge of marketing principles, product or service management, sales and business development, and is target driven with the ability to acquire and close contracts. Analytical skills and ability to interpret sales performance and market trend information. Proven ability and experience managing and leading high performance management teams to achieve significant sales revenue targets. Demonstrable experience in strategy planning and execution. The ability to understand changing market dynamics, translating them into an actionable strategy and implementing the strategy to achieve pre-set objectives. Demonstrated strong commercial acumen and a deep understanding of the strategic marketing and selling process.
Employment Type
Full Time
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