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Customer Support Representative Job in Kenya

Position: Customer Support Representative - French Speaker
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
  • 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; Minimum diploma holders, holders of Bachelor’s degree will have an added advantage.
  • Fluent in the English Language (neutral and clear accent)
  • Fluent in Swahili language
  • Proficient in MS Office Suite.
  • General Knowledge and interest in any of the following products Hand held phones; Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging is required.
  • 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
Interested and Qualified candidates should send their resumes to clearly indicating the position on the subject line.

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