Position: Customer Service Representative
Reporting to: Team Leader
Supervises: None
Job Summary: Horizon Contact Centers is a fully on demand
International Contact Center and Business Process Outsourcing (BPO) Company,
with a world-class facility within Nairobi, Kenya fully enabled to service the
global market by deploying the best of breed technology to run its operations
24 hours a day, 7 days a week.
Duties and Responsibilities:
- Handle
calls within pre-determined service guidelines.
- Maintain customer experience levels within the
quality standards stipulated.
- Handle objections by building rapport with
customers.
- Record customer information and queries on the
CRM.
- Adhere to Data Protection policy with regards
to confidentiality of customer details.
- Handle complaints in a polite and professional
manner.
- Patiently listens and responds to customer
queries. Understand and adhere to the escalation process.
The tasks outlined above are not
exhaustive and the Company reserves the right to update this Job Profile as
responsibilities change.
Education and experience:
- A Certificate or a Diploma from a recognized
tertiary institution, however Bachelor’s degree holders will have an added
advantage
- Fluent in the English Language (neutral and
clear accent)
- Good knowledge of Kiswahili (where
applicable)
- Good typing and IT literacy skills
Key Competencies and
Attributes:
- Ability to handle complaints in a polite;
- empathetic and professional manner
- Remains calm when faced with difficulty or
angry customers.
- Initiative to update self on new and current
products and/or services and promotions
- Ability to handle busy periods by managing
one’s stress levels.
- Maintains a positive attitude and enthusiasm
when faced with routine work
Qualified candidates should apply
through our recruitment portal using the following link: http://10.14.12.14/index.php