JOB OUTPUTS/RESPONSIBILITIES

•Responds to requests for customer service assistance via phone, email, social media (e.g. Twitter, Facebook, Blog, etc), online chat or email
•Provides service to help resolve customer concerns or process customer requests.
•Provides training to internal and external Dealfish Kenya users as and when required.
•Data Entry to the Dealfish Kenya web site as and when required.
•Diagnoses and resolves user functionality or technical issues.
•Customer service requests will cross the spectrum of general questions (how doi…?), actionable requests (please refund my purchase) to more technical request (can the system do…?)
•Performs outbound contact with customers for any range of services that may be required (e.g sales, customer service, etc).
•Updates customer data for accuracy.
•Assists the Dealfish development team in the testing of new and existing features and functionalities on our web site.
•Creates and updates customer support documentation based on end user feedback and also runs reports, analyzes data, and provides necessary feedback (create summary reports, charts, graphs, etc).
•Follows our standard methodology for handling customer service requests including logging issues in our Issue Management System, redirecting issues to the appropriate resource, and escalating situations requiring immediate attention.
•Moderation of ads posted onto the Dealfish Kenya web site ensuring minimal incidences of fraud as well as high quality ad listings at the same time.
•Produce weekly activity reports and monthly activity plans.

CONTEXT

(External factors which influence the work environment, taking future conditions and strategic requirements into account)
•Dynamic start up culture/expanding company
•Global organization
•Fast paced working environment.
•Leading edge internet focused company

CUSTOMERS

(External and internal individuals or groups to whom products, services, programs and information must be provided)
•Dealfish Kenya users (businesses and consumers)
•Employees of MIHIA and other subsidiaries
•Internal and external service providers

COMPETENCIES
(Personal capabilities which are critical to the production of quality outputs)

•You are passionate about what you do
•You have integrity
•What you do you do well
•With can do attitude
•Innovative out of the box skills
•Highly organized team player who can multitask
•Excellent proofreading, verbal and written communication skills
•Pleasant and outgoing personality.
•Customers service orientated.
•Must be Committed, Positive and Hardworking.
•Able to work under pressure and meet deadlines.
•Ability to persuade and influence others.
•Consistent exercise of independent judgment and discretion in matters of significance.
•Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

QUALIFICATIONS

•Bachelors in marketing, advertising, sales, or related field
•2+ years of online and customer service experience

If you meet the above requirements and would like to be part of the Dealfish Kenya team, please forward a comprehensive CV highlighting relevant skills & experience and cover letter for attention: Human Resources via email:

All applications must be clearly marked “Customer Service Executive – Kenya” on the email subject line.

Should you not hear from us within 1 month of the closing date, you may assume that your application was unsuccessful.