Job Title: Customer Service Executive Level: 6B Reports To: Head of Sales Operations and Distribution
Leadership Responsibilities: Be able to create, encourage and maintain good communications and supportive environment to every team member within the team.
Purpose of Role: To provide comprehensive administrative duties to the Sales Director and the Sales team to enable them maximize their effectiveness and output..
Responsible for managing the Customers service end to end process country wide covering Calling Ads in all regions to receive their concerns Maintaining a proper record of all positive and negative concerns and complaints raised Ensuring every concern is closed by the person responsible by following up end to end Liasing and Connecting thoroughly with field staff/other support departments such as Supply, Finance, etc to understand the issue/concerns raised and how and when the matter will be closed Giving back feedback to the AD on resolution of his concern
Responsible for resolving all customer order processing issues with Local Finance and Nairobi to ensure their orders are cleared on time Responsible to follow up on all issues and disputes relating to customer account balances with SBL finance Responsible for being a central contact for all our Customers Responsible for supporting the entire field staff on all matters relating to their Concur a/cs, HR matters and other administration issues. To act as a key Liason between the field staff and Support function at HQ ie Finance and HR Responsible for managing all Special projects/initiatives eg NCP, Promos, etc between SBL and Partners to ensure Ads are receiving all the information and free issues and other commitments properly as communicated to them by SBL Champion for record keeping within the commercial team Responsible for all Special events within the commercial team Capture all customer issues, maintain a tracker, ensure regular update to all responsible parties, update Sales director, sales operations, Distribution Manager and Capability any pending issues that require immediate resolutions. Update the issue tracker and circulate to all stakeholders’ party. Review and follow up on the overheads budget for each RCM/Region and commercial department and highlight all over spends with the budget owner and ensure controls to manage costs are exercised Responsible for facilitating resources required for all meetings in the commercial department and ensuring all minutes, reports and pre-reads for such meetings are circulated beforehand Responsible for providing Logistics support for the entire commercial team members for special events, meetings, hotel bookings, flights, transport, etc Responsible for administration support to the commercial team including preparing and managing all communications letters within the department, to distributors, to sales team, etc, and managing stationeries and other office equipment Responsible for receiving all communications addressed to the commercial team Responsible for supporting all Distributor managers across the region on distributor related issues and reporting
Qualifications and Experience Required: Qualifications Diploma in Secretarial Studies and/or Business Administration.
Experience A minimum of 1 -3 years relevant working experience as a Secretary/ PA/Customer Service Computer literate on latest computer applications Good oral and written communication skills.
Professional skills Advanced knowledge of office systems software Excellent typing skills Basic planning, accounting and management knowledge Good writing skills Excellent oral expression Analytical skills Kiswahili as native language and advanced level of Verbal and written English is a must