Certificate in Customer Service -

Certificate-in-Customer-Care at Mannara Institute of Aviation

The program will equip students with the core skills and knowledge required to deliver outstanding customer service across various industries. This course covers essential topics such as communication skills, conflict resolution, problem-solving, customer relationship management, and service quality. Students will gain practical experience in handling customer inquiries, complaints, and providing solutions while maintaining a high level of professionalism. Upon completion, graduates will be well-prepared to work in customer service roles within retail, hospitality, call centers, and other service-focused sectors, ensuring the highest level of customer satisfaction.

Duties and Responsibilities of a Customer Service Representative
  • Handling Customer Inquiries: Address customer inquiries via phone, email, or in person, providing accurate and helpful information.
  • Problem Resolution: Manage customer complaints and concerns, resolving issues promptly and professionally to ensure customer satisfaction.
  • Providing Product/Service Information: Inform customers about products, services, policies, and procedures, helping them make informed decisions.
  • Order Processing: Assist with order placement, modifications, cancellations, and returns, ensuring accurate documentation and timely processing.
  • Customer Feedback: Collect feedback from customers to improve service delivery and address recurring issues or concerns.
  • Promoting Products/Services: Upsell or cross-sell products and services to meet customer needs and enhance the customer experience.
  • Managing Customer Accounts: Handle account-related inquiries, update customer information, and ensure records are accurate and up-to-date.
  • Customer Retention: Build strong relationships with customers, ensuring they return and remain loyal to the company by providing excellent service.
  • Administrative Support: Complete necessary paperwork, maintain records, and prepare reports regarding customer interactions and service issues.
  • Collaboration with Other Teams: Work with other departments (sales, marketing, technical support) to ensure a seamless customer experience.
  • Adhering to Company Policies: Follow company guidelines, standards, and procedures while maintaining a focus on customer satisfaction and service excellence.
Requirements for entry
  • Must be 18 years old

  • Certificate; KCSE

Duration

6 months (theory 2 terms and 1 term or 3 months industrial attachment)

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