Customer Service Representative (CSR)

The CSR is the primary point of contact providing the outside world access to KI by dealing with both external and internal customers. As a total quality assurance mechanism, the CSR shall cultivate, nurture, and develop cordial and professionally rewarding relationships between KI and its diverse group of local and international clientele. Primarily, the CSR takes on the leadership and management roles to prevent and help resolve any customer complaints by rapidly responding to time-sensitive customer communications via email or by making or returning phone calls and writing to customers. In essence, the CSR proactively prepares regular communications directed to KI's diverse group of stakeholders: core customers, prospective clients, employees, independent contractors, and vendors.

RESPONSIBILITIES
Summarily, the CSR shall be responsible for proactively anticipating customer needs or requests, answering questions and resolving complaints. This requires an exceptional ability to analyze situations and determine the best course of action; serving as the liaison between the company and its internal and external customers working in close coordination with various departments. The qualified candidate must be professional, outgoing, personable, and a good conversationalist. Previous experience should include working with people in a retail or service industry.

• Effectively and efficiently addressing incoming customer complaints via regular mail, phone, or email
  by assuring that proper and timely responses are provided.


• Manages the preparation of responses to customer inquiries and complaints at all levels and prepares
  monthly reports.


• Establishes and maintains an effective working relationship with all KI departments/activities impacting
  the customer.


• Reviews and analyzes customer complaints and refers significant trends or potential problems to appropriate
  levels of management.


• Provides advice and recommendations for problem resolution.


• Confers with customers and company personnel in matters concerning customer comments, complaints,
  and inquiries. Advises and recommends appropriate response and action.


• Develops, improves and updates KI's corporate customer relationship management (CRM) system
  which includes internal contacts, policy content, operations updates, promotional data and other information.

QUALIFICATIONS AND EXPERIENCE

• An MBA with a two-year work experience or Bachelor's degree plus 5 years working experience


• Emotional control as evidenced by proven ability to make good decisions, being courteous, and remaining
  respectful of client and others under pressure


• Experience working for an international organization a plus


• Supervisory or managerial experience of at least 5 years in retail or service industry


• Customer relations techniques including problem resolution skills


• Excellent communication skills: speaking and writing.


• Ability to communicate with a variety of client executives and senior personnel


• Report writing and presentation skills


• Presents ideas effectively to all audiences


• Well-organized and clear writing skills.


• Problem solving skills by correctly anticipating impact of inactions on business


• Comfortably handles uncertainty or ambiguity


• Experience working in a diverse work environment by being comfortable with people of all backgrounds
  and able to see issues from the perspective of people from multiple cultures.

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Personal Attributes Required of All Positions
A successful candidate must be professional, presentable, courteous, confident, innovative, open-minded, flexible, productive; a self-starter, strategic thinker, problem-solver, and risk manager.

Applications will be accepted until all positions have been successfully filled. Please send complete
resume with cover letter both as hard copy and electronically to:

Recruitment and Placement Manager
Kilimanjaro International Corporation Ltd
301 Chake Chake Street, Masaki
P.O. Box 76523 Dar es Salaam, Tanzania
Phone: 255-22-2601847 / 2601878
Fax: 255-22-260-1728
Mob: 255-75-431-6297
Email: jobs@kilimanjaro-usa.com

Kilimanjaro International is eco-friendly and offers a green, environmentally-friendly workflow that maximizes paperless image and document exchange to virtually eliminate paper and chemical waste from printing. It is for this reason that we strongly encourage and require electronic submissions of employment related documentation among other applications.

However, if you are unable to submit your application electronically, feel free to mail it to the nearest physical address appearing in the Contact page of our website. Please send it to the attention of the Recruitment and Placement Manager.