Smartwatch Solutions is the premier provider of fleet and mobile asset management solutions in East Africa. The Company was founded in 2011 in direct response to growing trends in dynamic mobile resource management, which were driven by the growth of the oil and gas sectors in East and Central Africa.

JOB DESCRIPTION
Job Title: Customer Service Representative
Job Type: Full Time
Reports to: Key Accounts Manager

Job Purpose:
The customer service representative will be in charge of managing incoming and outgoing calls, customer service inquiries, dispatching technicians, interacting with clients, and identifying and assessing customer needs to achieve satisfaction.

KEY DELIVERABLES FOR THIS POSITION
• Ensuring that customer’s requests and complaints are attended to accordingly
• Interact with clients on the phone, internet, and face-to-face in a professional manner
• Serve customers by providing product and service information

General Duties and Responsibilities:
• Interact with clients on the phone, internet, and face-to-face in a professional manner
• Meet all customer needs and exceed expectations, upholding our strong reputation
• Continually expand your knowledge of our business in order to accurately answer question and address client concerns.
• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition
• Log all contacts in our customer database system accurately
• Suggest additional products and services of use to clients
• Generate monthly, quarterly, and annual reports for management and clients.
• Proactively seek solutions to problems, notifying Management when concerns arise
• Creates new customer accounts by entering account information.
• Keeps customer records up to date by updating account information.
• Follow up with customers and their complaints; ensuring that customer’s requests are attended to accordingly.
• Issues and manages the return of stock, equipment, and supplies as requested by the team.
• Ensures that the office area is clean and well-maintained.
• Assign technicians to complete service requests in accordance with established procedures.
• Provide basic system training to clients.
• Any other responsibilities delegated by the supervisor

PERSON SPECIFICATION:
Education /Qualifications
Bachelor’s degree in Business, Marketing, or any other related discipline preferred.

Experience/ Knowledge
Customer service experience of at least 3-4 years, with growing responsibilities
Passion for client satisfaction.

Skills/Personal Requirements
Job / Functional skills
• Ability to remain calm and professional
• Ability to multi task
• Ability to thrive in a fast paced high volume work environment.
• Ability to learn about changing products and d articulate specifications.

General Skills
• Exceptional communication skills
• Excellent computer skills
• Outstanding phone and email etiquette
• Time Management
• Listening skills
• Team player

Behavior
• Customer centric
• Ownership
• Continuous Improvement
• Positive attitude