Description
Position Title: Customer Service Representative
As a Customer Service Representative, you will be responsible for providing exceptional service and support to our customers through a variety of channels including phone, email, chat, and social media.
You will be the primary point of contact for customers and will be responsible for resolving their issues and addressing their concerns in a timely and efficient manner.
Responsibilities:
- Responding promptly to customer inquiries and requests via phone, email, chat, and social media
- Providing accurate, valid, and complete information to customers regarding products, orders, shipping, and returns
- Resolving customer complaints and issues related to product quality, shipping, billing, and returns in a timely and efficient manner
- Facilitating customer transactions and payments, ensuring accuracy and security
- Upselling and cross-selling products and services to customers to increase revenue and customer loyalty
- Identifying and assessing customers' needs to achieve satisfaction and retention
- Collaborating with other departments, such as logistics and product development, to resolve customer issues or improve the customer experience
- Tracking and reporting customer feedback and trends to management to inform business decisions and improve overall customer experience
- Maintaining accurate customer records, including contact information, orders, and interactions
- Providing feedback and suggestions to improve customer service processes and procedures
- Participating in ongoing training and professional development opportunities to improve customer service skills and knowledge
Requirements:
- Degree in any business-related field
- 3-4 years of experience in customer service or a related field preferably in e-commerce
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Ability to remain calm and professional in stressful situations
- Comfortable with using and learning new technologies and software
- Ability to work independently as well as part of a team
- Knowledge in any CRM software
Interested parties should send their applications on or before 1st May 2023 to careers@morsanhr.co.ke with position title on the subject line