Hospitality

Customer Service Executive At Finley International Limited

Finley International Limited·Nairobi, kenya·Full Time·Internship
HospitalityFull TimeInternship
-

Basic Purpose:

  • To handle all Customer Care interactions by providing consistent standards of service to Client and ensuring customer satisfaction.
  • To respond to all customer contacts by identifying, communicating and meeting customer needs, recording and resolving queries, in accordance with the pre-defined standards and measures, working within a team that is focused on providing quality service.
  • Operates under general supervision.

Main Responsibilities and Duties:

  • Develop positive relationships with customers and co-workers
  • Participate as an active member of the Customer Care team
  • Communicate in a positive, professional style
  • Take care of company equipment and tools
  • Take responsibility for resolving customer queries
  • Ensure security and confidentiality of information
  • Be knowledgeable on all company & client related information

Handle and resolve a range of customer contacts

  • Prepare to respond to customer contact within defined time-limits
  • Acknowledge Customers and greet using the standard corporate greeting
  • Elicit and verify information from customers (if applicable)
  • Escalate service request
  • Provide requested service
  • Provide Information and/or educate customer

Record a range of customer contacts

  • Record and capture customer details accurately
  • Effectively retrieve information using appropriate systems
  • Correctly classify all reasons for contacts

Meet performance standards

  • Know and understand Customer Care Performance Standards and individual targets
  • Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients.
  • Provide customers with their correct account details e.g. loan balance and account numbers.
  • Maintaining data integrity and keep customer details confidential.
  • Responding to all customer correspondence via e-mail, telephone and postal mail.
  • Attend daily briefing sessions with team
  • Document, analyze and interpret daily individual reports
  • Provide daily feedback on performance in relation to pre-defined standards and measures
  • Adhere to Customer Care (Outbound) schedule and professional attitude
  • Escalates complex cases and liaises with the Team Leader to resolve customer queries and meet their expectations.

Additional Duties and Responsibilities:

  • Make the Call Center customer centric.
  • Provide feedback and suggestions
  • Participate in Team activities

Promote clear and effective high performance culture and values.

  • Promote a high-performance culture.
  • Promote a customer-centric culture.
  • Promote a culture of openness and transparency

Essential Knowledge:

  • Good functional knowledge of most product lines. Good working knowledge of office procedures and general customer service standards.
  • General to good knowledge; frequent use and application of technical standards, principles, theories, concepts, and techniques.

Competencies:

  • Customer oriented
  • Strong analytical skills and problem-solving skills
  • Strong negotiation skills
  • High personal standards and goal-oriented
  • Excellent interpersonal skills
  • Excellent and effective communication skills, both orally and in writing, eloquent
  • Excellent organizational skills
  • Easy adaptability to change
  • Young, spirited, energetic, and enthusiastic
  • Team Player
  • Works well under pressure

Qualifications:

  • University Degree / Diploma in Business/Banking
  • 2 years' work experience
  • IT literacy
  • Able to operate in a performance-driven organization
  • Knowledge of English and Swahili

Key skills

BA/BSc/HNDDiploma
Apply Now
Send your CV along with a cover letter tocareers@finleyltd.com

Please use the job title as the subject line of your email.

At a glance

Company

Finley International Limited

Location

Nairobi, kenya

Employment

Full Time

Work style

Internship

Experience

Valid until

Not specified

Created

July 31, 2026

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