Customer Support Executive – Apparel & Garment Industry – Nairobi, Kenya

Customer Support Executive (Nairobi, Kenya)

• Job Title: Customer Support Executive
• Location:
• Nairobi Enterprise Road, Kenya
• Company: RAMCO GROUP
• Application Deadline: September 30, 2024

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Job Overview:

As a Customer Support Executive, your main role is to ensure an excellent customer experience, handle inquiries, resolve issues, and support the sales team in growing the company’s business. The goal is to build a positive company brand and provide exceptional customer service that leads to increased customer satisfaction and loyalty.

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Key Responsibilities:

Customer Interaction:

• Managing the Reception Desk: Answer and redirect calls to the appropriate departments or team members to ensure seamless communication.
• Handling Complaints: Address customer issues and complaints, liaising with the relevant departments to provide timely solutions and following up to ensure a satisfactory resolution.
• Fostering Relationships: Maintain and nurture positive relationships with customers, ensuring they feel valued and informed about the company’s products and services.
• Feedback Management: Gather and report customer feedback, suggestions, and concerns to the appropriate departments for continuous improvement.

Sales Support:

• Lead Generation: Collaborate with the sales team by cold calling potential customers and generating new leads.
• Quotations Management: Send out quotations based on the sales team’s instructions and follow up to convert them into orders.
• Appointment Scheduling: Organize and schedule appointments for the sales team, ensuring timely and efficient follow-ups.
• Sample Management: Send product samples to clients, handle corrections, and oversee final approvals to ensure client satisfaction.

Reporting & Documentation:

• Activity Reporting: Maintain a daily log of customer interactions, calls, inquiries, and resolutions.
• Quotation Reports: Track and report on quotations sent, their follow-up status, and conversion rates during team meetings.
• Visitor Reports: Record details of all visitors, including the purpose of their visit and the departments they interacted with.
• Sample Movement Report: Keep a record of samples sent to customers, delivery confirmations, and any returns or feedback received.

Tender Preparation:

• Document Preparation: Prepare documents for tender/contract pre-qualifications and submission of tenders, ensuring all necessary details are accurate and submitted on time.
• Follow-up on Tenders: Check in with clients to assess if the quality of service and products meets their expectations and offer solutions if necessary.

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Required Qualifications:

Educational Requirements:

• Degree/Diploma: A minimum of a Diploma or Degree in Customer Relations Management or Business Administration is required.
• Knowledge of Customer Support: Comprehensive understanding of customer service processes and best practices.

Experience:

• Relevant Experience: A minimum of 3 years of experience in a customer support role, preferably within the Apparel and Garments Industry.
• Report Writing Skills: Demonstrated experience in preparing detailed and comprehensive reports.

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Skills and Abilities:

• Communication: Strong verbal and written communication skills are critical for effectively managing customer interactions and maintaining relationships.
• Problem Solving: A proactive attitude towards resolving customer issues with well-thought-out solutions.
• Multitasking: Ability to handle multiple tasks simultaneously and efficiently meet deadlines.
• Organization: Exceptional organizational skills to manage appointments, documentation, and sample movements.
• Teamwork: A collaborative mindset with the ability to work well in a team environment.
• Detail-Oriented: Keen attention to detail to ensure accuracy in handling customer data, documents, and reports.

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Why Join Us?

As a Customer Support Executive, you will play a vital role in supporting our growth and enhancing customer satisfaction. You will have the opportunity to collaborate with multiple departments, engage with clients, and contribute to the brand’s image. RAMCO GROUP values its employees and encourages personal development, providing room for career growth in a supportive work environment.

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How to Apply:

Click HERE to submit your application.

Make sure to complete your application before the deadline: September 30, 2024.

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Reports To:

• Daily Reporting: You will report your daily activity log, calls received, and sample stocks in general reports to the relevant team.

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Application Details:

Please ensure you upload all necessary documents as required. Failure to provide the correct information may lead to your application being disregarded.