Customer Support Executive - Job

Customer Support Executive - Apparel & Garment Industry

About the job Customer Support Executive - Apparel & Garment Industry

JOB DESCRIPTION

Position Title

Customer Support Executive

Location

Nairobi Enterprise Road, Kenya

MAIN PURPOSE OF THE POSITION

To build a positive company image and offer dedicated customer satisfaction.

ROLES & RESPONSIBILITIES

• Manning reception and redirecting calls to the concerned person.
• Cold calls and generating leads for the Sales team.
• Fixing appointments for the Sales team
• Sending quotation with the specified format to the client as per the advice from the Management
• Following up on the quotation sent to convert to order and convey clients concern to Management
• Generating report on the quotation and the status for the regular meetings.
• Sending sample to the client and following up on correction and final approval.
• Liaise with the dispatch team for delivery schedules.
• Attending to complaints and directing them to the relevant persons/departments.
• Preparing documents for tender/ contract pre-qualifications.
• Preparing documents and submission of tenders.
• Following up with the client and checking if the quality of service and goods offered were satisfactory.
• Cultivating and nurturing positive customer relationships to foster loyalty and instill a sense of trust in the brand.
• Investigating and resolving customer issues or complaints by diligently identifying the underlying cause, presenting suitable solutions, and following up to ensure a successful resolution.
• Awareness of the company products to effectively respond to  questions.

• REPORTS
• General reports:
• Daily activity log.
• Call receiving register - recording calls details i.e. Name of person, to whom, reason for the call (new inquiry, general inquiry, product inquiry, quotation inquiry, negotiation inquiry, delivery inquiry, complaints).
• Quotation and conversion report give a report every day on the quotation sent and follow up.
• Visitors report: Visitor names; dates; Who, Visited departments; reason; time of visit; remarks.
• Sample stocks report to be given on monthly basis.
• Sample movement report have a record on sent to whom, by who, when, collected back or not.

QUALIFICATIONS & EXPERIENCE

• Degree or Diploma in Customer Relations Management or Business administration.
• Thorough understanding of customer support Experience:
• At least 3 Years Experience in the field or similar field.
• Experience with report preparation.

KNOWLEDGE, SKILLS & ABILITIES

• Excellent verbal and written communication skills
• Effective interpersonally and attentive to details
• Proficient in computer applications
• Well-organized and responsible with problem-solving skills
• Keen to details
• Reporting skills
• Work ethics
• A team player with high level of dedication
• Ability to juggle multiple tasks on sometimes short deadlines

How to Apply

Click on this Link To Apply