Job Description
Call Centre Agent
Reports To: Service Delivery Manager
Job Objective:
Job Objective:
Essential Functions
- Manage
support calls/e-mails, and escalate to the relevant team
- Open,
track and close trouble tickets; maintain status updates and requests with
the Customer.
- Engage
various troubleshooting methods to fix a problem, logging the calls into a
service desk system.
- Periodically
call up customers post incident resolution to ensure their satisfaction
and provide any additional service if required.
- Perform
additional diagnostic duties with the customer
- Provide
fault analysis and prepare reports
Competencies/Skills set
- Excellent
troubleshooting and critical thinking skills
- Effective communication skills both oral and
written
- Effective
analytical and problem-solving skills
- Good
ethical conduct
- Ability
to work in multi-cultural and multi-lingual environments
- Ability
to work flexible shifts that include evenings and weekends
Qualifications and Experience
- Current
college student with coursework in any of the following disciplines: -
Computer Science, Telecommunications, Electrical or Electronic engineering
or related technical disciplines
- At
least one years’ experience working with computer technology in a business
or institutional environment
Job-related Skills
- Computer
Literacy in MS Office is essential
- Professional
Communication
- Interpersonal
Skills
- Problem
Solving
- Decision
making
- Analytical
Skills
Attributes
- Goal
oriented, learning skills
- Assertive,
pro-active and initiative
- Team
oriented, adaptability
- Stress
tolerance, perseverance
- Tactful,
attention to detail, problem-solving
- Goal
oriented, flexible
- Task
execution, planning and organizing
- Independent
Other
The position will be
based in Nairobi
Must be prepared to
work long hours and weekends
Must be willing to
assume varying responsibilities as delegated from time to time.
If interested, kindly send your CV to recruitkenya@kimberly-ryan.net,with the job title as the subject matter
If interested, kindly send your CV to recruitkenya@kimberly-ryan.net,with the job title as the subject matter