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Customer Service Representatives Jobs in Kenya

Position: French or Arabic Speaking Customer Service Representatives
 
Reporting to: Team Leader
 
Supervises: None
 
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 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 
  • Conduct a predetermined number of CSAT surveys 
  • 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.)

Knowledge and Skills: 
  • Tertiary education; holders of Bachelor’s degree will have an added advantage. 
  • MUST be fluent in either FRENCH or ARABIC 
  • Previous experience in a call center will be an added advantage 
  • Fluent in the English Language (neutral and clear accent) 
  • Proficient in MS Office Suite. 
  • Knowledge of any of the following products would be an advantage: - Hand held phones; Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging. 
  • 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

Only qualified candidates should apply to Kenyaoperations@gmail.com clearly indicating the title applying for on the subject line. 

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