Customer Care Job in Kenya 2021
Career Employment Kenya: Customer Care Job in Kenya 2021
Job Description: Today Work Kenya

Job Type : Fixed Term Employment

Position Overview

  • The position is responsible for offering continued
    support to our new and existing clients ensuring we meet our obligations.
    Success in this role is through building and maintain good working
    relationship with our clients from project initiation to post
    implementation support.

Required Education & Experience

  • Bachelor’s degree in Customer relations,
    marketing  or equivalent.
  • Minimum 3 years’ experience in Customer relations
  • Working towards Customer Interaction Management
    (CIM) or other recognized qualification.
  • Ability to use spreadsheets to analyze data and
    spot trends. Experience in sales and marketing.
  • Understanding of customer segmentation.
  • Moderate computer and software skills for basic
    data entry.
  • Ability to build effective relationships with a
    wide range of people.

Required Skills : 

  • Demonstrate high levels of integrity.
  • Ability to communicate both inside and outside the
    organization, Formal presentation.
  • Ability to write complex reports. 
  • Seeks continuous learning.
  • Analytical skills.
  • Formal presentation.
  • Strong presentation skills.
  • Attention to detail.
  • Teamwork / Cooperation / Innovative.
  • Self-Management and a good team player.
  • Organizational Skills.

Roles &Responsibilities

Customer Relationship Management :

  • Keeping a track on the trend of the orders and
    sufficient follow up and reminders are made.
  • Ensure outstanding customer satisfaction by
    maintaining strong working relationships.
  • Managing client relationships to build a
    reputation for excellent service and generate repeat business. 
  • Visiting Clients and orienting them on the use of
    the KwikBasket Solutions system so that they are able to place orders by
    themselves. Updating customers on new features and functions launched on
    KwikBasket platform.
  • Responding promptly to customer inquiries.
  • Contact consumers about existing products and
    assess the need for any additional features / upgrades and enter
    information as part of the consumer feedback loop.
  •  Act as first point of contact for complaints
    and escalate issues as appropriate.
  • Support finance on timely collection for the
  • Maintaining a positive, empathetic and
    professional attitude toward customers at all times.
  • Planning calendar dates for acknowledging and
    giving complimentary gifts to KwikBasket loyal customers.
  • Collaborate with internal teams (e.g. sales,
    senior management) to address customers’ need
  • Managing and training of the sales team on proper
    customer relations.
  • Acquiring full knowledge of Kwikbasket products so
    as to be able to handle customers questions.
  • Continuous engagement with dormant customers to
    reactivate their accounts.
  • Providing weekly/ monthly analysis on customer
    ordering patterns to recognize increase/ decrease in order value, number
    of items ordered etc.
  • Maintaining all clients’ databases.

Competitor Analysis 

  • Researches competitive products by identifying and
    evaluating product characteristics, market share, pricing, and
    advertising; maintaining research databases.
  • Understanding market demand and supply.

Market Knowledge 

  • Sourcing for marketing opportunities including
    reading trade publications and placing adverts in the press i.e. local,
    regional, national and specialist publications – or on the radio.
  • Plans meetings and trade shows by identifying,
    assembling, and coordinating requirements; establishing contacts;
    developing schedules and assignments; coordinating mailing lists.
  • Study competition to find new ways to retain
    KwikBasket customers.

Brand Position & Market Penetration 

  • Keeps promotional materials ready by coordinating
    requirements with graphics department; manages inventory stock; placing
    orders and verifying receipt.
  • Implements marketing and advertising campaigns and
    organizing promotional presentations
  • Production of marketing collateral.

5. Reports :

  • Prepares marketing reports by collecting,
    analyzing, and summarizing marketing data (Leads Analysis).
  • Analyzing monthly revenue trends for each client
    and giving report on the same.
  • Maintain complete and accurate customer
    correspondence data.
  • Comparing variances in produce bought and giving
    reports on both items added and removed from KwikBasket system.
  • Creating a customer data log sheet to understand
    ordering patterns.
  • Keeping records of customer interactions,
    transactions, comments and complaints.

How To Apply

Click here to apply



(Visited 37 times, 1 visits today)