Rose Musyoka

Attending to customer enquiries; providing appropriate solutions and alternatives in line with SLAs, Interface with other departments to ensure services Customer Expectations have been met/Surpassed. Implementing, supporting and monitoring Smart system availability/Use by customers and ensure reliability by Customers. Achieving full level of use and value derivation of the Smart system to the customer including motivation for full integration to customer processes and systems Building, Maintaining and managing healthy customer relationships and trust through interactive and open communication in order to enhance customer satisfaction, loyalty and retention as well as enhance Smart brand equity. Monitoring customer profitability and engage existing clients to generate more business in line with Smart’s business targets, including up-selling and motivation for timely settlement. Maintaining, continuously update customer databases/account and network with stakeholders to ensure retention, growth traction and to further customer relationship & Rapport. Regularly provide essential, agreed and required customer analytics and performance reports to aide in decision making and Smart impact assessment. Consistently engage with Smart customers and relevant stakeholders through meetings, televisits and other appropriate forums.

Managing and resolving all customers inquiries effectively, professionally, and satisfactory in line with Smart’s brand Listening to all our stakeholders actively and empathetically as well as follow up customer enquiries on calls or emails where necessary. Providing and maintaining first line call resolution / support; reduce on the number of calls transferred. Actively maintaining status updates and requests from customers and ensure follow-up till closure on all calls. Collecting feedback on Smart system acceptance, service delivery, and assist in conducting CX centre satisfaction surveys. Performing weekly calls to random service providers to ascertain the quality of service received from Smart to enhance brand experience. Managing and providing timely responses for the 24/7 live chat app for customer inquiries.

Attracted potential customers by answering product and service questions, suggesting information about other products and services. Resolved product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Answered incoming customer calls regarding product problems, service questions and general client concerns. Maintained a high level of professionalism with clients and working to establish a positive rapport with every caller. Updated customer information in the customer service database during and after each call. Worked with the management team to stay updated on product knowledge and be informed of any changes in company policies