Customer Service Representative at M-Gas
M-Gas is dedicated to transforming lives by providing accessible, clean cooking gas to all Kenyans 24 hours a day, 7 days a week. Our package includes a filled cylinder, a smart meter, a gas cooker, and a key card, thereby eliminating the high upfront fee required for purchasing a gas cylinder and cooker.
Role Overview
The Customer Service Representative is responsible for being the primary point of contact for customers, ensuring all inquiries and issues are handled promptly, helpfully, and efficiently across multiple channels (in-person, phone, and online). This role is crucial for maintaining customer satisfaction and operational smoothness.
Note: M-Gas offers 24-hour customer service, and agents are expected to work agreed shifts.
Key Responsibilities and Duties
- Respond to customer enquires in person, by phone, and online helpfully and promptly.
- Take responsibility for resolving customer issues and ensuring they are resolved promptly.
- Maintain accurate records of all customer communications within the CRM and other relevant systems.
- Acknowledge and effectively resolve customer complaints.
- Process orders, customer applications, and requests accurately.
- Maintain meticulous customer records.
- Compile and distribute daily reports on customer products and credit usage.
- Perform customer follow-ups to ensure they are enjoying the product and addressing any latent issues.
- Identify and report computer system incidents immediately to the technical team and relevant managers.
- Make constructive recommendations to improve customer service standards, business processes, and internal systems.
- Prepare schedules for customer visits by technicians and sales representatives as required.
Requirements
Qualifications & Experience:
- Degree or Diploma in any field.
- Prior experience working in customer support (Experience level not specified).
Skills & Attributes:
- Good communication skills, both on the telephone and in-person.
- Friendly and helpful interpersonal style.
- Ability to remain calm and professional when customers are stressed or upset.
- Comfortable and proficient in using computers.
- Exceptional attention to detail.
- Fluency in both English and Kiswahili is required.
