Job Title: Quality Analyst / Customer Service Representative
Department: Customer Service
Reporting: Head of Operations
Company: Micromobile
Limited
Main objective for this position is to become a part of our success story as a Quality Analyst who will double up as a Customer Service Representative at Micromobile Limited.
You must be proactive and outgoing,
possess the skills to build confidence in your ability to successfully solve
their needs with the right service in a prompt and professional manner.
Key Roles and Responsibilities
- Oversee aspects of quality i.e. call
monitoring, evaluation and calibration scoring
- Provide coaching, training, and development to
fellow CSR’s
- Educate CSR’s on QA processes
- Analyze quality and performance trends to
provide recommendations for improvement
- Responsible for rescheduling, facilitation,
and documentation of regular continuous improvement meetings.
- Perform training to enable CSR’s have the
product knowledge and quality customer service skills
- Track and identify reoccurring problems and
customer service opportunities
- Have one on one sessions with CSR’s to coach
and sharpen call center etiquettes
- Identifies opportunities, produce leads and
books appointments for the sales force with the emphasis on high quality
leads
- Call customers to check their details and
update contact records.
- Let customers know about new products or
promotions that are relevant to their needs or preferences
- Contact customers after a sale to check if
they are satisfied with their product or service
- Close sales and meet monthly sales goals in
accordance with development plan
Candidate Requirements
- Degree holder in any field
- 2 years’ experience in sales, customer
service, public speaking or a training role.
- Possession of IT skills
- Goal Oriented.
- Proficient in testing new and modified
software applications, validating program functionality, while maintaining
system integrity.
- Attention to detail.
If your experience and competencies
match the above specifications, please send your cover letter and detailed CV
stating your Current and expected Remuneration, to hr@micromobile.co.ke
