Contact Centre Agent
Company Profile
Company Profile
KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process Outsourcing (BPO) services to organizations worldwide.
Job Profile
The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution.
Modeling effective
communication skills, contact centre agents must be knowledgeable about the
products and/or services of the organization they represent.
Main Responsibilities of the Job:
Provide professional customer service by:
Main Responsibilities of the Job:
Provide professional customer service by:
- Being
service-oriented
- Listening
attentively to customers and responding to customer enquiries in writing
- Anticipating
potential needs or problems of customers
- Maintaining
a balance between business and customer needs
- Following
through on commitments
- Making
recommendations of alternate solutions if customer expectations cannot
- be met
and following relevant escalation contact protocols
- Maintaining
confidentiality of information
- Achieving
first contact resolution (FCR)
- Handling
complaints or issues satisfactorily
- Providing
accurate information about products and services
- Processing
transactions effectively
Conduct activities in a professional manner by:
- Modeling
enthusiasm and interest in well being of organization and its customers
- Determining
if problems are within assigned level of authority
- Demonstrate
diplomacy when dealing with difficult situations
- Reporting
in a detailed and accurate manner
- Operating
within the organizational chain-of-command
Exhibit contact management techniques by:
- Establishing
and maintain rapport with customers
- Using
questioning techniques to guide customer
- Obtaining
information from customers in order required
- Diffusing
volatile situations
- Managing
contact flow in conjunction with various business systems
Communicate effectively by:
- Delivering
messages effectively
- Recognizing
challenges due to diversity, e.g. language barriers
- Giving
full attention to customer
- Confirming
understanding by paraphrasing, repeating or reframing what has
- been
said
- Keeping
message clear and concise
- Adjusting
voice and communication style to engage a customer
- Ensuring
reports are accurate and sufficiently detailed
- Using
appropriate writing style for purpose and audience
Maintain a safe working environment by:
- Understanding
the principles of ergonomics in the workplace
- Managing
personal wellness
- Following
company operating procedures
Working Conditions
- Hours
of work will vary and shift work will be required
- Agents
may be required to sit for longer period of time
- Agents
will spend long periods in front of computer screens
Main Skills
- Excellent
verbal and written communication skills
- A
minimum typing speed of 30wpm (A MUST)
- Ability
to learn detailed instructions quickly
- Superior
problem solving skills
- Ability
to explain detailed instructions articulately and clearly
- Ability
to multi-task effectively
- Technical
aptitude
Personal Qualities
- Strong
work ethic
- Exceptional
customer service skills
- Ability
to recognize sales opportunities
- Excellent
telephone manner
- A
Passion for the music and media industry
- Positive
attitude
- Excellent
personal grooming
- Clear
neutral accent
Qualifications
- An
Education background in the arts, preferably music.
- Previous
experience in web services, online marketing advantageous
- Knowledge
of computer and communication systems
- Experience
in customer service environments an asset
- Previous
contact centre experience an asset
- International
exposure is highly advantageous
Note: