LOCATION: Nairobi
Job description
Reports to: Customer Service Manager
Department: Customer Service, Marketing & Communication
Role overview
FUNCTION: Sales & Customer Service
INDUSTRY: Energy & Utilities
YEARS OF EXPERIENCE: 1-3 years
Overall Objective: Provide excellent support and assistance to M-Gas customers so that they are completely satisfied with the M-Gas service and are delighted to use M-Gas for their cooking.
Responsibilities:
• Respond to customer enquires in person, by phone and online helpfully and promptly.
• Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
• Maintain record of customer communications in CRM and other systems.
• Acknowledge and resolve customer complaints.
• Process orders, customer applications, and requests.
• Maintain customer records.
• Compile and distribute daily reports on customer products and credit usage.
• Perform customer follow-up to ensure that they are enjoying the product.
• Identify and report computer system incidents to the technical team and the relevant managers.
• Make recommendations to improve customer service and business processes and systems.
• Prepare schedules for customer visits by technicians and sales representatives as required.
OTHER:
• M-Gas offers 24-hour customer service. Agents are expected to work as per the agreed shifts.
Key capabilities :
• Good communication skills on the telephone and in person.
• Friendly and helpful interpersonal style.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Attention to detail.
• Fluent in English and Kiswahili.
Experience:
• Experience working with customer support teams.
Education:
• A Bachelor’s degree in any related field or a Diploma in any related field.
About M-Gas
M-Gas is an innovative pay-as-you-go LPG supplier providing clean, convenient, and accessible cooking gas to all Kenyans.