Customer Service Executive (PC) - Thika Processing Plant

The role holder will deliver Simple, memorable, and efficient customer experience by efficiently managing customer orders from initiation to fulfillment. The role is pivotal in maintaining customer satisfaction and fostering positive relationships with clients.

Candidate's profile

• Degree or a Diploma in business/social science or an equivalent.
  
• At least 1 year Proven experience in customer service, order processing, or a similar role, preferably in a retail, e-commerce, or manufacturing environment.
  
• Strong communication skills, both verbal and written, with a customer-centric approach.
  
• Excellent organizational skills and attention to detail, with the ability
  
• to manage multiple tasks simultaneously.
  
• Proficiency in using order management software, CRM systems, and Microsoft Office applications.
  
• Problem-solving abilities and a proactive attitude towards resolving customer issues and improving processes.
  
• Adaptability and resilience in a fast-paced and dynamic work environment.
  

• Order Management which includes Order Fulfilment Coordination (On Time in Full ErrorFree).
  
• Customer Communication during and after the Lead time.
  
• Monitor and analyze customer interactions and feedback to identify trends, opportunities for improvement, and areas of excellence.
  
• Process Optimization
  
• Identify process gaps or inefficiencies and implement solutions to enhance productivity by developing SOP's where needed.
  
• Documentation, Record-Keeping, and reporting:
  
• Maintain accurate records and documentation and timely submission of the same.
  
• Quality Assurance- ensure compliance to the company policies, industry regulations and compliance standards. Conduct regular quality checks to maintain the highest level of service quality.