Job Description/RequirementsLocation: Nairobi, KenyaJob DescriptionRole:Customer Service CoordinatorReports To:Marketing and Communications DirectorOrganization Structure:Marketing and Communications DepartmentEmployment Type:Full-TimeJob Summary:The main responsibility of the Customer Service Coordinator is tohandle all the concerns of Scania customers, making sure that theysupport customers in complaint resolution and ensuring that thecustomers are satisfied with the company's product and service offering.The successful candidate will share will share input on productdevelopment, sales, marketing, and distribution based on conversationswith existing customers. Using feedback, surveys and other tools, theCustomer Service Coordinator is also responsible for developing anunderstanding of what customers are looking for and present suggestionsto other departments to improve products and services, expanddistribution, and to create more effective marketing campaigns. TheCustomer Service Coordinator will play a central role in the day-to-dayrunning of the customer service operations of the company.Essential Duties and Job Responsibilities:To perform this role successfully, an individual must be able toperform each essential duty satisfactorily, following defined andupdated standards and guidelines. These duties include, but are notlimited to:Consistently keeping up with the changes and other details regarding the products and services offered by Scania.Responding to customers' complaints and suggestions accordingly andin a timely manner to resolve issues quickly to build long lastingrelationships with customers.Providing customers' with accurate and timely information onproducts and services where required, and refer up for more detailedrequests.Attracting potential customers by answering product and servicerelated questions and up-selling complimentary products and services.Preparing customer complaints and feedback reports by collecting and analyzing customer information.Maintaining customer records by updating account information.Providing feedback on the efficiency of the company's customer service process.Core Values:Scania’s six Core Values apply to all positions:Customer first Respect for the individual Elimination of wasteDetermination Team spirit IntegrityLeadership Principles:Scania’s Leadership Principles, which support our common way of thinking about leadership, also applies to this role:Co-ordinate but work independently – take responsibilityWork with details and understand the contextAct now – think long termBuild know-how through continuous learningStimulate commitment through involvementUse deviations as a basis for improvementsDare to try – manage the risksCompetencies:To perform the job successfully, an individual should also demonstrate the following competencies:Product and service knowledgeCommunicationCustomer serviceTime managementTeam collaborationNegotiation skillsPublic relationsDesirable Education and Experience Requirements:Bachelor's degree or equivalentPrior experience in customer service and particularly in the automotive industry is preferredSuperior product and service knowledgeProficient in all Microsoft applicationsExcellent interpersonal and communication skillsA team player with excellent leadership and negotiation skillsInterested applicants should send their applications byCOB 17th June 2021.
1 month ago Jobs Offers Nairobi 41 views
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