Customer Service Agent (Athi River)

1. Customer Interaction

•  Serve as the first point of contact for customer inquiries and complaints via phone, email, and in-person interactions.

•  Provide accurate information about the company’s products and services.

•  Maintain a professional and positive demeanor in all customer interactions.

2. Order Management

•  Process customer orders accurately and ensure timely communication of order status.

•  Coordinate with the production and logistics teams to ensure timely delivery of orders.

•  Handle changes, cancellations, or modifications to orders as requested by customers.

3. Problem Resolution

•  Investigate and resolve customer complaints and issues in a timely and effective manner.

•  Escalate complex issues to the appropriate departments or management as needed.

•  Follow up to ensure that all issues are resolved to the customer’s satisfaction.

4. Documentation and Reporting

•  Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.

• Generate weekly and monthly reports on customer service activities and trends.

5. Relationship Building

•  Build and maintain strong relationships with clients to encourage repeat business.

•  Conduct regular follow-ups with customers to gauge satisfaction and gather feedback.

6. Team Collaboration

•  Work closely with sales, production, and delivery teams to ensure seamless service delivery.

•  Participate in team meetings and contribute to strategies for improving customer experience.

7. Customer Service Strategy

•  Stay updated on industry best practices and recommend improvements to customer service processes.

•  Assist in developing and implementing customer service policies and procedures.

Qualifications and Requirements

1. Education and Experience

•  Bachelor’s degree in Business Administration, Communications, or a related field.

• Minimum of 3 years of experience in customer service, preferably in the construction or manufacturing industry.

2. Skills

•  Excellent verbal and written communication skills.

•  Strong problem-solving and conflict-resolution abilities.

•  Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and customer relationship management (CRM) software.

• Ability to multitask and manage time effectively.

3. Personal Attributes

•  Confident and approachable personality.
• Exceptional attention to detail and organizational skills.
•  Strong work ethic and a commitment to providing outstanding customer service.
• Ability to work under pressure and meet deadlines.

4. Other Requirements

• Female candidates aged 28 years and above are encouraged to apply.
• Knowledge of precast concrete products and construction industry practices is an added advantage.