Customer Service Representative

Our client, in the manufacturing industry, is seeking to hire a Customer Service Representative who will be responsible for handling all aspects of customer service including customer communication, inquiry handling, customer relations, complaints handling, and ensuring high-quality services to customers per the best practices of the industry.

Location: Nairobi - Westlands | Salary: Ksh. 30,000 – 40,000

Duties & Responsibilities

• Greet and welcome clients visiting the office, providing a warm and friendly
• Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
• Identifying and escalating complex customer issues to the appropriate departments for
• Collaborating with team members and other departments to resolve customer problems
• Listen to clients’ inquiries, concerns, and requests, and provide accurate and timely
• Assist clients with policy-related questions, claims inquiries, premium payments, and general policy
• Process policy changes, endorsements, and cancellations accurately and
• Update client information and policy details in the
• Collaborate with internal departments to ensure smooth administration and customer
• Build and maintain strong relationships with clients, fostering trust and
• Identify and address client needs, offering suitable solutions and
• Follow up with clients to ensure their satisfaction and resolve any outstanding
• Maintain accurate and up-to-date client records, ensuring confidentiality and data
• Handle client correspondence via email, mail, or other communication
• Investigate and resolve client complaints or issues promptly and
• Escalate complex or unresolved issues to the appropriate departments for further
• Keep detailed records of client interactions, inquiries, and issue
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company

Requirement & Qualifications

• A Degree in a Business-related
• Minimum of 5 years of experience as a Customer Service Rep or a similar
• Excellent verbal and written communication skills
• Proficiency in using CRM software and other relevant computer
• Ability to handle high call volumes and manage multiple tasks
• Strong problem-solving skills and the ability to remain calm under

• Empathetic and patient attitude when dealing with customer
• Strong active listening skills and attention to
• Ability to adapt to changing customer demands and company
• Strong teamwork and collaboration
• Positive and professional

How to Apply

Qualified candidates are requested to apply by sending their CVs only to recruitment@africanlaboursolutions.co.ke  and a copy to jobs@bestlinks.co.ke quoting the job title on the email subject “Customer Service Rep” by 15th November 2024