Customer Service Executive/Coordinator - Paperbags Limited - Nairobi, Kenya
(2024-03)
- Pipeline Management: Maintaining an accurate database of customer information such as billing details, product preferences, and correspondence.
- Processing of Delivery notes and invoices.
- Resolve customer complaints via phone, email, or social media.
- Resolve invoices/Credit note issues and determine the source of the problem to ensure it does not occur in the future.
- Offer support to the sales team by ensuring customer orders are processed and delivered on time and in full (OTIF).
- Sending accurate Quotations and proposals to customers.
- Provide accurate, valid and complete information to the customer on timely manner.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Use telephones to reach out to customers and verify account information with the respective account manager.
- Record all customer requests and forward those requests to the relevant account holders.
- Accurately & timely placement of Sales orders in the system.
- Capturing any enquiries & passing the information to the account Managers.
- Identify and assess customers' needs to achieve satisfaction related to deliveries.
- Opening new accounts, Code creation and updating customer details.
- Follow communication procedures, guidelines and policies.
- Work with the Head of Sales and Marketing to ensure proper customer service is being delivered.
- Follow up with the customer for payments/orders.
- Possess product knowledge to enhance customer support.
- Filing of invoices.
- Recommend changes that could provide a better experience to customers.
- Interdepartmental coordination between Sales, Production, Warehouse and Logistics.
- Upload any new contact, physical address, and e-mail details of new and existing clients.
- Maintain an accurate database.
- Generating invoices, packing lists accurately and promptly.
- Opening of new accounts.
- Ensure all customer touch points are attended to daily.
- Handling inbound and outbound calls to our client.
- Handling walk-in clients.
- Communicate to distributors and key accounts on all offers and price lists to the trade.
- Handle the processing of all orders with accuracy and timeliness.
- Key in orders on the system and ensure all orders are serviced.
- Ensure all orders are captured accurately.
- Understand and appropriately use the company's pricing system and sales policies.
- Ensure all claims are lodged and compensation done within three working days.
- Initiate and close deals.
- Effectively present and discuss the company's products and services to current and prospective customers.
- Work closely with the loading, dispatch team and drivers for orders delivery.
Customer Service Representative - Twiga Stationers and Printers - Nairobi, Kenya
(2021-09 - 2024-02)
Sales and Marketing Department.
- Upload any new contact, physical address, and e-mail details of new and existing clients.
- Maintain an accurate database.
- Generating invoices, packing lists accurately and promptly.
- Opening of new accounts.
- Ensure all customer touch points are attended to daily.
- Handling inbound and outbound calls to our client.
- Handling walk-in clients.
- Communicate to distributors and key accounts on all offers and price lists to the trade.
- Handle the processing of all orders with accuracy and timeliness.
- Key in orders on the system and ensure all orders are serviced.
- Ensure all orders are captured accurately.
- Understand and appropriately use the company's pricing system and sales policies.
- Ensure all claims are lodged and compensation done within three working days.
- Initiate and close deals.
- Effectively present and discuss the company's products and services to current and prospective customers.
- Work closely with the loading, dispatch team and drivers for orders delivery.
Collections Agent/Customer Service Officer - Nimble Group - Nairobi, Kenya
(2018-09 - 2021-01)
- Inbound collection calls from customers regarding payment; add changes, contact information and dispute information on their invoices.
- Keep track of assigned accounts to identify outstanding debts.
- Plan a course of action to recover outstanding payments.
- Locate and contact debtors to inquire of their payment status.
- Negotiate payoff deadlines or payment plans.
- Handle questions or complaints.
- Investigate and resolve discrepancies.
- Create trust relationships with debtors when possible to avoid future issues.
- Update account status and database regularly.
Sales Coordinator/Call Center Executive - Highlands Mineral Water - Nairobi, Kenya
(2018-01 - 2018-07)
Purpose of the Role: Liaise between the sales and production departments in the organization to ensure customers' demands are met, orders are well captured and sales targets are met. Also tasked with establishing customer rapport to realize growth in accounts as assigned, Answer to customers' complaints in a timely manner and also performing administrative duties.
- Coordinate the sales team by managing schedules, filing important documents and communicating relevant information.
- Ensure the adequacy of sales-related equipment or material.
- Effectively present and discuss the company's products and services to current and prospective customers.
- Respond to complaints from customers and give after-sales support when requested.
- Store and sort financial and non-financial data in electronic form and present reports.
- Handle the processing of all orders with accuracy and timeliness.
- Key in orders on the system and ensure all orders are serviced.
- Ensure all orders are captured accurately.
- Understand and appropriately use the company's pricing system and sales policies.
- Inform clients of unforeseen delays or problems.
- Monitor the team's progress, identify shortcomings and propose improvements.
- Assist in the preparation and organizing of promotional material or events.
- Work closely with the loading, dispatch team and drivers for orders delivery.
- Establish and maintain business relations and generate new business.
- Ensure a high level of consumer satisfaction by building and maintaining good relationships with clients when making outbound calls.
- Initiate and close deals.
- Maintain accurate details of the clients.
- Ensure that all enquires and leads are qualified and followed up.
- Ensure all sales data and relevant records are kept up to date.
- Ensure a minimum of at least a hundred customers have been contacted daily.
- Handle all customers' enquiries.
- Solve customers' problems efficiently.
Contact Centre Call Centre Agent - Startimes Media - Nairobi, Kenya
(2015-09 - 2017-12)
- Establish and maintain business relations and generate new business.
- Ensure a high level of consumer satisfaction by building and maintaining good relationships with clients when making outbound calls.
- Initiate and close deals.
- Maintain accurate details of the clients.
- Ensure that all enquires and leads are qualified and followed up.
- Ensure all sales data and relevant records are kept up to date.
- Ensure a minimum of at least a hundred customers have been contacted daily.
- Handle all customers' enquiries.
- Solve customers' problems efficiently.
- Achieved the targets in all months.
- Reaching out potential clients and convincing them about the products or brands' calibre so that the business can be expanded.
- Continuously deliver customer service.
- Communicate customer orders and requirements to the sales supervisor and management.
- Assist in verifying products and merchandise in a retail shop.
- Ensure a minimum of at least 100 potential customers are reached daily.
Intern - Ministry of Information Communication and Technology - Kisumu, Kenya
(2015-04 - 2015-07)
- Conducting interviews.
- News writing.
- News collection.
- Editing for both electronic and print media.
- Writing press releases.
Radio Intern - Koch FM - Nairobi, Kenya
(2013-09 - 2013-12)
- Collecting news.
- News reporting.
- News writing.
- Editing.
- Radio broadcasting.
