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Royal Mabati Factory Limited
Manufacturing
Description
The Customer Relations Agent will be responsible for handling customer inquiries, resolving complaints, and providing accurate information across telephone and digital platforms.
Requirements
- Education: Diploma or Degree in Customer Service, Business Administration, Communication, Marketing, or a related field.
- Professional certification in Customer Service, Call Centre Operations, or CRM is an added advantage.
- 1-3 years' experience in a customer service or contact centre environment.
- Proficiency in CRM systems (e.g., Zendesk, Freshdesk, Zoho Desk) and call management tools.
- Excellent communication skills in English and Kiswahili.
- Strong problem-solving, multitasking, and conflict resolution skills.
- High emotional intelligence, patience, and ability to remain calm under pressure.
- Answer inbound customer calls and make outbound follow-up calls.
- Provide accurate information on orders, payments, deliveries, and company policies.
- Investigate and resolve customer complaints in coordination with relevant departments.
- Capture and update customer interactions in the CRM/ERP system.
- Share recurring customer issues with management for process improvement.
- Educate customers about promotions, warranties, and after-sales services.
- Identify upselling and cross-selling opportunities.
- Comply with call quality standards, escalation procedures, and data protection policies.
- Prepare daily/weekly customer service reports and feedback summaries.
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