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.
