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:-
- Handle calls
within pre-determined service guidelines.
- Maintain
customer experience levels within the quality standards stipulated.
- Handle
objections by building rapport with customers.
- Record customer
information and queries on the CRM.
- Adhere 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.
- Understand and
adhere to the escalation process.
The tasks outlined above are
not exhaustive and the Company reserves the right to update this Job Profile as
responsibilities change.
Education and Experience:
- 24 years and
above.
- Must be within
HCC transport zones before employment
- Must be able to
do all applicable shifts. College students shall not be considered.
- Minimum one
year experience as a customer service representative handling corporate
/premium customers.
- 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 difficulty 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
- Dynamic and
energized individual who will represent the Tatu City vision.
Interested and qualified
candidates should send their resumes to hroperations.recruitment@gmail.com
clearly stating the job title on the subject line.
All applications should reach
us by 4th Nov 2016
