708 Client Advocacy jobs in Kenya

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about products and services, addressing customer needs and concerns.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Process orders, returns, and exchanges accurately.
• Maintain detailed records of customer interactions and transactions.
• Escalate complex issues to the appropriate departments when necessary.
• Gather customer feedback to help improve services and products.
• Adhere to company policies and procedures in all customer interactions.
• Collaborate with team members to share best practices and improve service quality.
• Meet individual and team performance targets for customer satisfaction and response times.

• Previous experience in customer service or a related role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using customer relationship management (CRM) software.
• Ability to multitask and manage time effectively.
• A patient and empathetic approach to customer interactions.
• Comfortable working in both remote and office environments.
• High school diploma or equivalent; further education is a plus.
• Basic computer proficiency.
• Ability to learn quickly and adapt to new systems.

• Lead, coach, and motivate a remote team of customer service representatives to achieve performance goals.
• Manage the daily operations of the customer service department, ensuring efficient and effective issue resolution.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.
• Monitor customer service metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Train new team members on products, services, and customer service best practices.
• Maintain a deep understanding of company products and services to provide accurate information to customers.
• Gather customer feedback and insights to inform product development and service improvements.
• Ensure adherence to quality standards and company protocols in all customer interactions.
• Utilize CRM systems and other tools to track customer interactions and manage service requests.
• Foster a positive and supportive team culture within the remote work environment.

• Respond to customer inquiries and provide information about products and services in a timely and accurate manner.
• Resolve customer complaints and issues with professionalism and empathy, escalating complex problems as needed.
• Process orders, requests, and account updates accurately.
• Maintain customer records and update account information in the CRM system.
• Identify customer needs and provide solutions that meet their expectations.
• Build rapport and foster positive relationships with customers.
• Adhere to company policies and procedures in all customer interactions.
• Collaborate with team members to share knowledge and best practices.
• Meet individual and team performance goals related to customer satisfaction and response times.
• Handle customer feedback and provide insights to management for service improvement.

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in customer service or a related client-facing role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
• Ability to remain calm and professional under pressure.
• Patience and empathy when dealing with customer issues.
• Strong organizational skills and attention to detail.
• Ability to work effectively as part of a team in an office environment.
• A genuine desire to help customers and provide exceptional service.

• Respond to customer inquiries via phone, email, and chat in a timely manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues efficiently and professionally.
• Process orders, forms, and applications as required.
• Maintain customer records by updating account information.
• Identify and escalate priority issues to the appropriate department.
• Gather customer feedback and share it with relevant teams.
• Follow communication procedures, guidelines, and policies.
• Contribute to team efforts by accomplishing related results as needed.
• Ensure a positive customer experience in every interaction.

• Proven experience in customer service or a similar client-facing role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and office applications.
• Ability to remain calm and professional under pressure.
• Good organizational and time management skills.
• Customer-oriented approach and strong interpersonal skills.
• High school diploma or equivalent; associate's degree preferred.
• Ability to work effectively in a hybrid remote/in-office environment.

• Respond to customer inquiries and resolve issues in a timely and professional manner.
• Provide information about products and services.
• Process orders, forms, and applications.
• Handle customer complaints and escalate complex issues to appropriate departments when necessary.
• Maintain accurate customer records and update information in the CRM system.
• Follow communication procedures, guidelines, and policies.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Assist with administrative tasks related to customer support.
• Build and maintain positive relationships with customers.
• Achieve customer service operational objectives by contributing customer information and analysis to strategic plans and reviews.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer support experience or experience as a client service representative.
• Excellent communication and active listening skills.
• Strong phone contact handling skills and active listening.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in using computers and common software applications, including CRM systems.
• Patience, empathy, and a customer-centric approach.
• Ability to remain calm and professional, even in challenging situations.
• A team player with the ability to work independently.

JOB TITLE: CUSTOMER SERVICE COORDINATOR

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a man power management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced Customer Service Coordinator to work in Nairobi, Kenya

Job Summary:

The role will be responsible for providing support in the FFL Imports /exports function effectively and efficiently in compliance with client and customer requirements.

DUTIES & RESPONSIBILITIES:

·    Compliance with local authorities’ requirement for imports/exports, including but not limited to:

ü  Processing of permits and IDFs

ü  Co-ordinate shipping & logistics activities per client requirements

ü  Prepare Certificates such certificates of Origin, (EAC /COMESA)

ü   Prepare and dispatch files for customs clearance

ü  Generate other government agencies clearance documents

·    Implement exports / imports SOPs

·    Maintain exports/ imports records.

·    Receive and record exports / imports customer orders

·    Raise pro-forma invoices for customer orders

·    Communicate with customers to obtain shipment approval as soon as possible

·    Prepare export / imports documentation as per customer requirements

·    Prepare export documentation to comply with terms of applicable letters of credit

·    Capture orders in SAP and ensure pack and shelf-life requirements per market

·    Support on induction process for new employees

·    Engage with inspection authorities to ensure timely inspection

·    Book approved consignments for transit

·    Send pre/post alerts

·    Track shipments to destination

·    Maintain outbound shipments PODs

·    Update clients as necessary.

·    Participate in the implementation of departmental and site EMS objectives.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

·    Ability to work independently with minimal supervision

Interested and qualified applicants should submit their applications through the link below.

Note:

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

·    Ability to work independently with minimal supervision