Customer Service Call Centre Agent Job in Kenya

We are an international company based in London leading the solar revolution across the developing world.  

Currently operating in 14 different countries we have already electrified 200,000 people.  We are aiming to make that number 20 million by the year 2020.  

Unlike other off-grid solar providers, the company controls the whole process from design to manufacture to distribution and financing.

Role: Customer Service Call Centre Agent

Reports to: Customer Service Call Centre Supervisor

Location: Customer Service Call Centre (Kisumu)

Purpose: Make outgoing calls to customers across BBOXX portfolio, in accordance with our aftersales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.

Job’s Responsibilities
  • Contact BBOXX customers by phone, and encourage adherence to payment plan
  • Handle incoming calls and provide solutions/advice to customers
  • Monitor and respond to incoming SMS
  • Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
  • Maintain and update customer data in Enterprise Resource Planning(ERP)
  • Identify and escalate priority issues
  • Complete call log
  • Follow BBOXX sales and aftersales processes
Description of tasks
  • Accurate data entry and navigation of ERP
  • Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
  • Receive incoming calls from customers with technical issues
  • Respond by phone to requests for help or information made through our SMS system
  • Escalate customer issues that are not easily solved by telephone
  • Make calls in accordance to all relevant sales and aftersales processes
Person Specification
Ideal candidate should have a degree in any communication or business related field and may have previous call Centre / sales experience.

Desired skills include:
  • Excellent verbal communication skills
  • Ability to understand and adapt to customer needs
  • Excellent data entry skills and attention to detail
  • Organization and time management
  • Customer Service orientation
  • Resilience when faced with stress; Positive attitude and energy   
  • Persuasiveness and problem solving skills
If you are up to the challenge, possess the necessary qualifications and experience, please send your application letter and CV only quoting the job title on the email (CUSTOMER SERVICE CALL CENTRE AGENT) latest Wednesday November 2, 2016