Customer Service Representative
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.
Duties and Responsibilities:-
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.
Duties and Responsibilities:-
- Handle calls within pre-determined service
guidelines.
- Maintain customer experience levels within the
quality standards stipulated.
- Processes orders accurately and efficiently.
- Adheres to client guidelines on escalating
sensitive feedback / concerns pertaining to food safety
- Handle objections by building rapport with
customers.
- Record customer information; orders and
feedback on the CRM.
- Adheres 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.
- Understands and adheres to the escalation
process.
- Ensures meets the account Key Performance
Indicators as specified.
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:
- Past experience in a customer service
environment is Mandatory
- Previous experience in a Call Center is an
added advantage
- 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)
- 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 difficult 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
- Knowledgeable about the Steers and Debonairs brands and positively represents the brands.
Qualified and interested candidates
should send their resumes to kenyaoperations@gmail.com clearly stating the
position on the subject line.
