Sales And Customer Service Executive
Faulu Kenya DTM Ltd
Total years of experience :8 years, 7 Months
- Handling inbound/outbound customer service calls, offering problem resolution and documenting responses effectively on the CRM.
- Ensuring appropriate actions were taken on customers requests/complaints and escalating to right departments if need be.
- Organizing workflow to meet customer and duty deadlines.
- Recognizing opportunities and cross/up selling our products to customers, existing and new.
- Discovering customer needs by attentive listening, probing techniques and other sales tools.
- Attend to customer questions, complaints and concerns immediately, and facilitate satisfactory resolution.
- Meet or exceed individual productivity and quality referral goals.
• Pushing for sales of new & existing bank products to achieve set goals and targets.
• Manage inbound telephone calls professionally, efficiently and with good listening and communication skills.
• Solving issues with clients’ credit/debit cards, loans & accounts queries.
• Following up on individual customers’ requests and giving feedback to the customers within the shortest turnaround time possible.
• Informing customers on the progress of their requests and fully updating them on the system(C.R.M)
• Entering customer information process orders, forms and applications in the system.
• Identifying and escalating priority issues if need be.
• Routing calls to appropriate resource.
• Completing call logs and producing call reports.
• Presenting customer feedback regarding service delivery to the senior management and implementing the same.
- Coordinating and booking of travel arrangements for individuals, groups and businesses on GDS(Amadeus).
- Maintaining and developing strong, sustainable relationships with direct and corporate clients.
- Reservations handling and customer advising.
- Cross/up selling of company’s product to our customers.
- Making and arranging for travel itineraries for clients as requested.
Was a six(6)months course,with an industrial attachment period of three(3) months.,which I both performed well.
Studied Customer Service in Kenya Utalii College before I proceeded to take my Diploma in Tours &Travel.
