Retained Customer Care Executive at Nation Media Group

Job Description JOB PURPOSE:To offer efficient and first class service to all customers in a way that maximizes sales and revenue from online and telephone clients, and build a client base for future follow up. MAIN RESPONSIBILITIES:• Prepare statistical analysis reports for stakeholders to enable them take important decisions based on various facts and trends.• Handle customer complaints and provide appropriate solutions/alternatives within time and follow up to ensure resolution.• Respond to client queries about the company’s products or services from incoming phone calls and emails.• Collect and analyze customer feedback by identifying and assessing client needs to achieve satisfaction.• Generate sales leads by taking an extra mile to engage customers.• Nation Media Group Media of Africa for Africa using the right presentation methods/tools. E.g.data spreadsheets.• Maintain a standard filing system for easy and quick document assess/retrieval.QUALIFICATIONS & EXPERIENCE:• Academic: University Degree in any business related course from an accredited institution• Professional: Diploma in Marketing or Statistics is an added advantage.• Experience: At least 1 year of relevant work experience in an FMCG companyCORE COMPETENCIES• Computer literate with knowledge and experience in enterprise software solutions, primarily internet and mobile technologies.• Proven customer support experience• Internet and social media marketing experience with higher understanding of new media and web analytics.• Ability to multitask, prioritize and effectively manage time• Strong analytical and problem solving skills• Strong interpersonal skills• Strong communication (oral & written)