Reports to: Customer Service Manager

Department: Customer Service, Marketing & Communication

Overall Objective: Provide excellent support and assistance to M-Gas customers so that they are completely satisfied with the M-Gas service and are delighted to use M-Gas for their cooking.

Responsibilities:

• Respond to customer enquires in person, by phone and online helpfully and promptly.

• Take responsibility for resolving customer issues and makes sure that they are resolved promptly.

• Maintain record of customer communications in CRM and other systems.

• Acknowledge and resolve customer complaints.

• Process orders, customer applications, and requests.

• Maintain customer records.

• Compile and distribute daily reports on customer products and credit usage.

• Perform customer follow up to ensure that they are enjoying the product.

• Identify and report computers system incidents to the technical team and the relevant managers.

• Make recommendations to improve customer service and business processes and systems.

• Prepare schedules for customer visits by technicians and sales representatives as required.

OTHER:

• M-Gas offers 24-hour customer service. Agents are expected to work as per the agreed shifts.

Key capabilities :

• Good communication skills on the telephone and in-person.

• Friendly and helpful interpersonal style.

• Ability to stay calm when customers are stressed or upset.

• Comfortable using computers.

• Attention to detail.

• Fluent in English and Kiswahili.

Experience:

• Experience working with customer support teams.

Education:

• A Bachelor’s degree in any related field or a Diploma in any related field.