Customer Service Representatives Jobs in Kenya

Position: Customer Service Representatives 
 
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.

We urgently seek to recruit highly motivated and talented individuals to fill the position of Customer Service Representative for one of our clients.

Position Summary:-
 The Customer Support Representative is required to provide exceptional customer experience through handling inbound, outbound calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.
 

 
Duties and 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
  • 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.)
  • Collect customer inquiries, explain product function and resolve problems
  • Work with the customer to ensure they are properly serviced
  • Take calls and handle each request to ensure customers are satisfied on the first call
Knowledge and skills:
  • Tertiary education; holders of Bachelor’s degree will have an added advantage.
  • A quick learner who has a passion for TV programs
  • 1-2 Years of sales experience is a MUST, (experience in  Digital TV or Cable TV Service Provider will be an added advantage)
  • Past experience in a call center is an added advantage
  • Fluent in the English Language (neutral and clear accent)
  • Proficient in MS Office Suite.
  • Must possess a Valid Certificate of Good Conduct
Key competencies and attributes:
  • Ability to handle complaints in a polite; empathetic and professional manner
  • Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
  • Maintains a positive attitude and enthusiasm when faced with routine work
  • Dynamic and energized individual.
  • Ability to multi task
  • Maintains high levels of integrity and confidentiality of client information.
  • Excellent telephone etiquette
  • Excellent communication skills
  • Excellent customer service skills
Applications can be sent on our recruitment portal through the following link http://10.14.12.14/index.php