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Customer Service Representative Job Vacancy in Kenya

Job Profile: Customer Service Representative
 
Reporting to: Team Leader
 
Position Summary:-The Customer Support Representative is required to understand and resolve customer’s queries on product, service and account problems in a courteous and professional way in order to ensure customers’ satisfaction and thereby meeting the service levels.
 
Key competencies and attributes:

  • 1- 2 Years experience in a Call Center is a pre requisite 
  • Excellent telephone etiquette 
  • Great communication skills 
  • Outstanding customer service skills 
  • Should be customer service oriented with a focus on meeting the needs of the customer first 
  • Must be a computer literate with exceptional computer skills 
  • Good problem solving skills with ability to handle complaints in a polite; empathetic and professional manner 
  • Great listening and influencing skills 
  • 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. 
  • Must be a critical thinker
Duties and Responsibilities:-
  • Attract potential customers by answering product or service questions, and suggesting information about other products and services. 
  • Receive incoming calls and provide general and technical support to customers on all products 
  • Maintain customer experience levels within the stipulated quality standards. 
  • Quickly understand the customer’s needs and providing the best resolution. 
  • Conduct Happy Calls 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. 
  • Fluent in the English and Swahili Language (neutral and clear accent)
  •  Proficient in MS Office Suite. 
  • Previous experience in a technical background will be an added advantage 
  • Must possess a Valid Certificate of Good Conduct
Interested and qualified candidates should send their resumes to kenyaoperations@gmail.com clearly indicating the position on the subject line. 

All Applications should reach us by 15th July 2016

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