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

1. Manning reception and redirecting calls to the concerned person.
2. Cold calls and generating leads for the Sales team.
3. Fixing appointments for the Sales team
4. Sending quotation with the specified format to the client as per the advice from the Management
5. Following up on the quotation sent to convert to order and convey clients concern to Management
6. Generating report on the quotation and the status for the regular meetings.
7. Sending sample to the client and following up on correction and final approval.
8. Liaise with the dispatch team for delivery schedules.
9. Attending to complaints and directing them to the relevant persons/departments.
10. Preparing documents for tender/ contract pre-qualifications.
11. Preparing documents and submission of tenders.
12. Following up with the client and checking if the quality of service and goods offered were satisfactory.
13. Cultivating and nurturing positive customer relationships to foster loyalty and instill a sense of trust in the brand.
14. Investigating and resolving customer issues or complaints by diligently identifying the underlying cause, presenting suitable solutions, and following up to ensure a successful resolution.
15. 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.

DESIRED QUALIFICATIONS & EXPERIENCE

Qualification:

• 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