QSSK-SPH-CRE-CUSTOMER RELATIONSHIP EXECUTIVE
QSSK-SPH-CRE-CUSTOMER RELATIONSHIP EXECUTIVE
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Job Description
JOB TITLE: CUSTOMER RELATIONSHIP EXECUTIVE
About This Job:
QSourcing Limited trading as QSourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda Kenya Tanzania Rwanda and South Sudan.
On behalf of our client we are looking for competent skilled and experienced Customer Relationship Executive to work in Nairobi Kenya.
Job summary:
As a Customer Relationship Executive at you ll be the driving force behind ensuring that both our corporate and Adhoc customers have an exceptional experience from start to finish. Your role will be to manage customer relationships enhance customer satisfaction and build a loyal customer base for our online cab/taxi hailing service.
KEY DUTIES:
- Develop and maintain strong relationships with customers to ensure their needs are met and expectations exceeded.
- Develop manage and coordinate a team of Customer service agents in the department.
- Training users on system and application usage.
- Serve as the primary point of contact for customer inquiries concerns and feedback.
- Proactively address and resolve customer issues to ensure a positive experience.
- Monitor customer satisfaction levels and implement strategies to improve customer retention.
- Analyze customer feedback and trends to identify areas for improvement.
- Collaborate with various departments (such as marketing operations and product development) to enhance the customer experience.
- Develop and implement customer loyalty programs and initiatives.
- Provide regular reports and insights on customer satisfaction and engagement metrics.
- Stay uptodate with industry trends and best practices to continuously enhance our customer service.
Requirements
KNOWLEDGE AND EXPERIENCE:
- Bachelors degree in Business Administration Marketing or a related field.
- 5 years of experience in customer relationship management preferably within the transportation or online services industry.
- Strong interpersonal and communication skills.
- Exceptional problemsolving abilities and a customercentric mindset.
- Proficiency in CRM software and other customer management tools.
- Ability to work collaboratively in a fastpaced environment and flexible working hours.
- Excellent organizational and time management skills.
- Analytical mindset with the ability to interpret data and make informed decisions.
Preferred Qualifications:
- Previous experience in the Cab/Taxi hailing industry
- Multilingual abilities are a plus but English and Swahili are a MUST.
- Proven track record of successfully implementing customer loyalty programs.
- Proficiency in written communication for official letters social media spaces and Email correspondences.
Employment Type
Full Time
Company Industry
Freight and Package Transportation / Transportation / Logistics /
