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