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Customer Service Representative at

3 months ago

Nairobi, Nairobi Area, Kenya Bridge Talent Management Full time
One HR information system to manage your employees' entire employment lifecycle. Build an incredible workplace and grow your business with our all-in-one platform.

Job Overview:
Resolve customer issues, escalate technical problems to the appropriate teams, and manage customer-related documentation.

Key Responsibilities:
Assists customer Issue Resolution
Address and resolve customer inquiries and issues via phone, email, or in person.
Provide clear and accurate information to customers regarding products and services.
Receive Customer Calls
Answer incoming customer calls promptly and courteously.
Listen to customer needs and concerns, providing appropriate solutions and assistance.
Issue Escalation
Identify and escalate unresolved customer issues to the Technical Support and Technical Teams.
Follow up on escalated issues to ensure timely resolution and customer satisfaction.
Documentation Management
Maintain accurate and organized records of customer interactions, issues, and resolutions.
Properly file and manage all customer-related documents and correspondence.
Reception Management
Greet and assist visitors and customers in a professional and friendly manner.
Manage incoming calls, emails, and inquiries, directing them to the appropriate departments as necessary.
Customer Database Management
Update and maintain the customer database, ensuring all information is current and accurate.
Track customer interactions and service history to provide a personalized customer experience.
Administrative Support
Assist with scheduling customer appointments and meetings.
Prepare reports and summaries of customer interactions and issue resolutions.

Requirements

Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Proficiency in using customer service software and Microsoft Office Suite.
Ability to manage multiple tasks and prioritize effectively.
Strong organizational and documentation skills.
Develop and maintain a deep understanding of our products, services
2 years of experience in a similar role.