Position: Customer Service Executive

Location: Nairobi

Reports to: Customer Service Manager

Our client, a global leader in the design, manufacture and distribution of ophthalmic lenses, prescription frames and sunglasses, is looking for a Customer Service Executive to play a crucial role in ensuring their customers receive exceptional service.

JOB PURPOSE

The job holder’s primary role is to ensure unparalleled customer satisfaction. You will serve as the main point of contact for our customers, managing orders, addressing inquiries, and providing expert advice on our products and services. Your attention to detail, problem-solving skills, and in-depth knowledge of the industry will contribute to the overall success of our customer service department. 

KEY DUTIES AND RESPONSIBILITIES

• Serve customers through various channels, including but not limited to email, phone, and in-person interactions.
• Process and manage customer orders efficiently, ensuring accuracy and compliance with company procedures.
• Conduct proactive follow-ups on customer orders, providing real-time updates and resolving any issues promptly.
• Handle customer feedback, complaints, and requests professionally, seeking resolutions and escalating when necessary.
• Offer expert advice to customers on Optical products and services, demonstrating a sound understanding of Ophthalmic lenses and related products.
• Prepare comprehensive reports by collecting and analyzing data related to product and service performance.
• Collaborate with cross-functional teams to address customer needs and contribute to the improvement of service delivery.
• Utilize ERP systems such as Microsoft Ax and SAP for order processing and data management.
• Demonstrate excellent analytical skills using Microsoft Excel to extract insights and enhance decision-making.
• Continuously update knowledge on Optical industry trends and products, staying informed about advancements in the industry.

MINIMUM QUALIFICATION AND EXPERIENCE

• University degree in Business related field with Basic ophthalmic knowledge OR 3-year Diploma qualification in an Ophthalmic related course.
• Proven experience in the Optical field with knowledge of Ophthalmic lenses and related products.
• Basic ophthalmic knowledge is an added advantage.
• Familiarity with ERP systems such as Microsoft Ax and SAP is required.
• Excellent analytical skills using Microsoft Excel.

SKILLS

• Quick learner with the ability to adapt to changing environments.
• Strong team player, collaborating effectively with colleagues.
• Ability to deliver results under pressure.
• Cheerful and resourceful demeanor.