M-Gas is using technology to transform lives by providing clean cooking gas to all Kenyans 24 hrs, 7 days a week. We give you our cylinder filled with gas, a smart meter, a gas cooker and a key card as part of our package so you don't have to pay the high upfront fee of buying a gas cylinder and cooker.
Job Summary
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.
Key Responsibilities
Respond to customer enquiries 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.
M-Gas offers 24-hour customer service. Agents are expected to work agreed shifts.
Requirements
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 working with customer support.
High school diploma, general education degree, BA/BSc/HND, or equivalent.
