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Customer Support Representatives Jobs in Kenya - 12 Vacancies

Customer Support Representatives
(12 vacancies – English; Kiswahili; French; Amharic; Arabic speakers)
Have you worked in a retail outlet handling wireless devices such as smart phones, cell phones and laptops; audio visual equipment; home appliances; office automation; digital imaging equipment?
Horizon Contact Centers is sourcing for enthusiastic, driven and talented individuals who have an interest in joining a successful outsourcing team. 

If you are looking for great work exposure and experience, followed by meeting the below requirements, then we would like to meet you.
Role Summary
The selected individual(s) will be required to provide basic technical support and exceptional customer experience to customers in a highly professional manner.
Key responsibilities:-
  • Receive incoming calls and provide general and technical support to customers on Samsung products
  • Maintain customer experience levels within the stipulated quality standards.
  • Conduct Happy Call and Customer Satisfaction Survey calls
  • Collect, confirm and update client information on CRM.
  • Record and follow up on general queries and complaints
  • Conduct a predetermined number of CSAT surveys
  • Handle complaints in a polite and professional manner.
  • Understand and adhere to the escalation process.
  • Research required information using available resources.
  • Handle online customer support if required (Emails, chat, blogs etc.)
Minimum knowledge, skills and experience:
  • Diploma or degree from a recognized institution
  • Fluent in the English Language (neutral and clear accent)
  • Must be proficient in any of the following languages:- Kiswahili; French; Amharic; Arabic
  • Proficient in MS Office Suite.
  • Knowledge of any of the following products would be an advantage: - Hand held phones; Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging.
  • Ability to communicate clearly and effectively
  • Typing speed of 20 words per minute with an ability to type proficiently whilst multi-tasking.
  • Excellent knowledge Windows and Office applications.
  • Maintains high levels of integrity and confidentiality of client information.
  • Call Centre experience will provide an added advantage.
  • Must have a strong customer service orientation.
  • Excellent telephone etiquette
Certificate of Good Conduct is a prerequisite

Language requirements
  • English and French speakers (2 vacancies)
  • English and Kiswahili speakers (4 vacancies)
  • English and Amharic speakers (3 vacancies)
  • English and Arabic speakers (3 vacancies)
If you believe this is an exciting and challenging opportunity for you; then please go to for more details and to apply. An attractive remuneration is offered for all the above positions.

Only shortlisted candidates will be contacted. 

Closing date is Friday 7th December 2012.

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