Position: Customer
Service Representative
Reporting to: Team
Leader
Position Summary:- The Customer Service Representative is required to provide exceptional customer experience by handling calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.
Position Summary:- The Customer Service Representative is required to provide exceptional customer experience by handling calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.
·
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:
Education and Experience:
·
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)
·
Previous Experience in a Call center
will be an added advantage
·
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
·
Dynamic and energized individual
Qualified and Interested candidates
to send their CVs to kenyaoperations@gmail.com clearly indicating the position
on the Subject line