Customer Service Presentative at M-Gas

M-Gas is using innovative technology to transform lives by providing clean, pay-as-you-go cooking gas to all Kenyans. Customer Service Presentative at M-Gas will Customer Service Manager

Overall Objective: Provide excellent support and assistance to M-Gas customers so that they are completely satisfied with the M-Gas service and are delighted to use M-Gas for their cooking.

Responsibilities

• Respond to customer enquires in person, by phone and online helpfully and promptly.
• Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
• Maintain record of customer communications in CRM and other systems.
• Acknowledge and resolve customer complaints.
• Process orders, customer applications, and requests.
• Maintain customer records.
• Compile and distribute daily reports on customer products and credit usage.
• Perform customer follow up to ensure that they are enjoying the product.
• Identify and report computers system incidents to the technical team and the relevant managers.
• Make recommendations to improve customer service and business processes and systems.
• Prepare schedules for customer visits by technicians and sales representatives as required.

Other

• M-Gas offers 24-hour customer service. Agents are expected to work as per the agreed shifts.

Key Capabilities

• Good communication skills on the telephone and in-person.
• Friendly and helpful interpersonal style.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Attention to detail.
• Fluent in English and Kiswahili.

Experience

• Experience working with customer support teams.

Education

• A Bachelor’s degree in any related field or a Diploma in any related field.