Customer Experience Representative Job

Tena Kata is seeking to recruit a Customer Experience Representative who will act as a liaison between Tenakata and their Customers, provide information about Tenakata’s product/services , answer questions, and resolve any emerging problems that our customer’s might face with accuracy and efficiency.

Responsibilities:
●Manage contact center (Calls, Emails, WhatsApp, Feedback Forms, Social Media, Emails etc) and meet all quotas
●Assisting BDOs in the recruitment processes through collection of baseline data of the MSMEs
●Assisting MSMEs in completion of processes within the Tenakata App
●Identify and assess customers’ needs, researching, and analysing market trends, competitor analysis, and other relevant information.
●Build sustainable relationships and trust with customer accounts through open and interactive communication
●Provide accurate, valid and complete information by using the right methods/tools
●Handle customer complaints, provide appropriate solutions and alternatives within the

time limits; follow up to ensure resolution
●Keep records of customer interactions and any other necessary information through the Tenakata Admin/CRM system
●Carrying out customer satisfaction surveys to help to identify areas for improvement
●Perform other crosscutting duties as assigned.

Knowledge, Skills and Experience required:
●At least 3 years proven customer support experience
●Preferably a Bachelor’s degree
●Proficiency with Microsoft Office Suite
●Excellent communication (both written and spoken) and presentation skills
●Strong phone contact handling skills and active listening
●Familiarity with CRM systems and practices
●Flexible and adaptable to changing priorities, able to effectively deal with people at all levels inside and outside of the Company
●Ability to multitask, prioritize, and manage time effectively
●Ability to go the extra mile to achieve company goals
●Business and Technology savvy individual

Ability to manage social media platforms will be an added advantage.

Qualified candidates should apply via email with a Cover letter and a detailed CV highlighting relevant experience, current physical address and a daytime phone contact and the names of three professional referees to jobs@tenakata.com

cc jkamau@tenakata.com with the subject line as the position applied for.

Author: opportunitiesforallkenyans

We connect Kenyans to land their dream opportunities.

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