Customer Service Executive – Calltronix Kenya Limited

Customer Service Executive – Calltronix Kenya Limited

• Position: Customer Service Executive
• Company: Calltronix Kenya Limited
• Location: Kenya
• Type of Job: Full-Time
• Reporting to: Customer Service Manager
• Application Deadline: October 18, 2024

Introduction

Are you passionate about delivering exceptional customer service and solving customer challenges? Calltronix Kenya Limited is seeking a Customer Service Executive to join our growing team. This role offers an opportunity to work in a dynamic and supportive environment where you will develop your skills, build relationships with clients, and contribute to our customer success journey. As a key part of our team, you will engage directly with landlords, tenants, and service professionals, ensuring their repair requests are resolved quickly and to their satisfaction. This is an onsite role based in Kenya.

At Calltronix Kenya Limited, we pride ourselves on our commitment to quality service, innovation, and teamwork. Join us, and you’ll be a part of a company that values integrity, fosters growth, and recognizes the contributions of every team member.

Key Responsibilities

As a Customer Service Executive, your main responsibilities will include:

• Managing a Large Volume of Requests: Handle a substantial number of repair requests efficiently to ensure high satisfaction levels for both landlords and tenants.
• Problem Solving: Address repair requests with the goal of achieving 5-star reviews from clients. Understand customer needs quickly and offer effective solutions.
• Automation and Efficiency: Identify and recommend ways to streamline processes by automating the most time-consuming tasks to enhance service delivery.
• Expertise in Maintenance Features: Develop expertise in using our maintenance features and dashboard for effective tracking and reporting.
• Service Professional Management: Monitor and track the activities of service professionals (electricians, plumbers, etc.) and explore ways to expand our network of reliable professionals.
• Documentation: Create and update reference documents to ensure better service for future requests, contributing to a well-organized knowledge base.
• Feedback Provision: Collaborate with the sales and support teams to enhance the customer onboarding process, particularly in understanding how our maintenance services work.
• Inbound and Outbound Call Management: Handle inbound and outbound calls, meticulously logging all interactions for effective follow-up and documentation.

Qualifications and Skills

To succeed in this role, the ideal candidate should possess the following qualifications and skills:

• Proficiency in English (Mandatory): Excellent written and spoken English skills, with the ability to communicate in an American/British accent.
• Strong Communication Skills: Enjoy engaging in phone conversations to resolve issues promptly and effectively.
• Task Management Abilities: Possess strong task management skills with the ability to handle a daily list of tasks and consistently achieve goals.
• Customer Problem-Solving Expertise: Ability to quickly identify customers’ true needs and guide them towards effective solutions, ensuring a positive customer experience.
• Technologically Savvy: Familiarity with software tools and the ability to adapt quickly to new systems with minimal guidance.
• Knowledge of Home Repairs: Basic understanding of home repair requests, including plumbing, electrical, and handiwork, to provide accurate troubleshooting advice.
• Collaboration Skills: Enjoy working as part of a team and contributing to the growth and development of the customer support function.
• Organizational Skills: Excellent at creating process flows and documenting procedures to support team efficiency.
• Interpersonal Skills: Go above and beyond for customer satisfaction, ensuring a high level of service in every interaction.
• Adaptable Work Ethic: Thrive in a fast-paced, evolving environment where you can adapt quickly to changes.
• Educational Background: A BS/BA degree is preferred but not mandatory, with a focus on relevant skills and experience.
• Customer Service Experience: A minimum of 1 year in a customer service role is required.

Company Culture and Values

At Calltronix Kenya Limited, we are committed to providing a supportive and inclusive work environment where every team member is valued. Our core values include:

• Customer Centricity: We place our customers at the heart of everything we do, striving to exceed their expectations at every interaction.
• Innovation: We embrace new ideas and technologies to continuously improve our service delivery.
• Teamwork: Collaboration is key to our success, and we believe that together, we can achieve more.
• Integrity: We uphold the highest standards of honesty and transparency in our work, building trust with our clients and each other.
• Continuous Learning: We provide opportunities for growth and development, encouraging our team members to expand their skills and reach their full potential.

Apply Now for the Customer Service Executive Role

Are you ready to take the next step in your customer service career? Join Calltronix Kenya Limited as a Customer Service Executive and make a difference in the lives of our customers. Click the “Apply Now” button below to submit your application before October 18, 2024. Only shortlisted applicants will be contacted.

Equal Opportunity Employer Statement

We are an equal opportunity employer and are committed to attracting and retaining the best employees from all backgrounds. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. Only shortlisted applicants will be contacted.