Job Code: KCS1

Job Purpose

The Customer Service Officer (call centre) shall develop and manage a customer service management system that will deliver excellent support to both external and internal stakeholders to achieve KCL business goals and objectives


  • Contribute to sales forecasting during marketing or distributor incentive promotions as well as general sales forecast for each financial year.
  • Responsible for keeping an accurate customer data base and regularly communicate with them as follows;
  • Follow up on sales information (stock levels in their respective warehouses daily)
  • Prompt sales managers when customers are reaching minimum stock levels for respective products.
  • Communicate new company policies e.g., new prices, promotions etc.
  • Inform customers of no sales operations during holidays etc.
  • Well wishes on behalf of the company during holidays, birthdays etc.
  • Responsible for addressing product complains, breakages and replacement issues.
  • Acquiring a detailed understanding of all campaigns and employing selling skills and techniques to ensure a high conversion rate.
  • Ensure that enquiries, contracts, or order handling including amendments, and customer feedback shall be channelled through customer service in consultation with the Quality Systems Manager.
  • Follow up calls to new customers to say thank-you and enquire about their level of satisfaction with the service they received.
  • Use the telephone in a courteous and professional manner according to agreed corporate standards.
  • Operate switchboard / call centre infrastructure to connect, hold, transfer, and disconnect telephone calls in line with established performance standards.
  • Maintain consistent professional attendance and punctuality.
  • Other reasonable tasks / duties as may be assigned by management.


    • A degree in Business Administration (Marketing/Sales) or related.
    • 4 years relevant experience in Customer Service Management/Sales Operations or equivalent in a consumer goods company.
    • Experience in dealing with consumers /distributors/wholesalers.
    • Competition awareness and benchmarking.
    • Interpersonal and leadership skills.
    • Effective communication and negotiating skills.
    • IT literacy.
    • Brand awareness and profile.
    • Creative and analytical skills.
    • Effective Communication

Deadline: 18th October 2022

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Thank you for your interest in working with us.

We are no longer accepting applications for this position.