Job Description

Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Service Executives position for one of our clients to be located in the following regions:

Towns: Kerugoya, Garissa, Migori, Mombasa, Hola, Kangari/Karatina and Meru

The Job purpose can be categorized as follows:-

Service and Standards

• The Customer Service Executive is responsible for meeting the Customer Care Department Standards.


• To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.

Business Link

• As the first point of contact to the customer, it acts as a link between the customer and the business.


• Keeps management informed of schedules, priorities, and problems.


• Participates in performance appraisals.

Direct impact on the business

• Responsible for growth of business through retention and relationship building.


• Accountable for company assets e.g stocks

Key Accountabilities

• Manage Customer Relationship and Documentation compliance and completion.


• Maintain the defined quality of Customer service standards


• Manage the customer contact queue and customers tolerance


• Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.


• Manage service delivery aligned to customer needs and business objectives


• Monitor and maintain facilities


• Manage service delivery aligned to customer needs and business objectives


• Drive sales in the Walk in centers


• Increase customer base in both prepaid and postpaid categories


• Contribute to, monitor and report daily productivity on all revenue generating activities


• Through contact with the customers, give feedback on customer reactions to products and services rendered


• Achieve/exceed set targets


• Communicate, improve interaction and escalate factors that impact on Customers experiences to appropriate departments


• Ensure Customer complaints are addressed appropriately and resolution given within Service standards


• Promotes and maintains a high quality, professional, service oriented company’s image among users.


• Participate in quarterly employee satisfaction survey


• Reduce instances of fraud in both prepaid and postpaid activations


• Minimise leakage of revenue at the shops by enhancing proper controls

Skills & Knowledge

• Bachelor’s Degree from a recognized university.


• A minimum of 2½ years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)


• Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.

How to Apply:

Kindly send your CV to recruitment@sheerlogicltd.com by 29th July 2021 clearly marking – “Customer Service Executive”.

(Please note that all applicants MUST indicate the town when applying).

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