Duma Works is recruiting a Customer Support Representative for one of our clients.
The hiring company is an innovative
transportation company.
This role is key to helping build the
company’s brand and delivering outstanding customer support.
Our client provides a platform for
small businesses and individuals to connect with Drivers to move packages,
anytime, anywhere.
Responsibilities
·
Manage all customer concerns during
the shift.
·
Tame upset customers and convert them
to passionate brand ambassadors.
·
Work with the Operations team to
ensure all deliveries are handled with excellent customer experience.
·
Report to the support team on issues
faced, lessons learned, customer demands and delivery metrics.
·
Inform customers of current
promotions or special sales.
·
Monitor social media platforms and
respond to all queries within minutes.
·
Maintain a high level of
professionalism with customers and working to establish a positive rapport with
every caller.
·
Remain professional and courteous
with customers at all times.
·
Proactively Identify and assess
customers’ needs to achieve satisfaction.
·
Handle complaints, provide
appropriate solutions and alternatives within the time limits; follow up to
ensure resolution.
·
Follow communication procedures,
guidelines and policies.
·
Actively participate in formulation
of our customer experience strategy.
Qualifications
·
Bachelor’s degree.
·
Excellent computer skills.
·
2-3 years’ experience in a similar
role.
·
Ability to communicate at all levels
with customers by phone, live chat, social media channels, and email.
·
Proactive.
·
Must be available to work occasional
nights, holidays and weekends.
·
Comfortable operating in a fast
paced, deadline driven environment.
·
Proven customer support experience or
experience as a customer service representative.
·
Expert multitasker.
·
Active listener and confidence over
the phone.
·
Can troubleshoot / problem solve
without getting others involved.
·
Customer orientation and ability to
adapt and respond to different types of customer personalities.
Apply
Cover Letter and detailed CV are to
be sent by email to apply@dumaworks.com marking the subject as “2715”, Your Full name & Phone
number e.g. 2715 Barack Obama, +2547xxxxxxxx.
If you don’t follow these
instructions, your application will not go through.
Deadline for receiving applications: 14th April 2017
N.B.* You will receive a confirmation email and an alert to take a
basic screening test over SMS or online. The email with the test may not arrive
immediately. Please be patient. The email/SMS test will typically be 5-8
questions to help us understand your background. Regular SMS rates apply to the
test. If you have any issues with the process, please reach out to
+254702093793.
If you apply and don’t meet these
minimum qualifications, we won’t be able to forward your application to the
employer.