Job Vacancy: Customer
Service Representative (CSR)
Reports to the
Team Leader
The CSR is responsible for
providing professional and quality customer service both internally and
externally.
The CSR will be responsible
for customer support at the designated touch point: Inbound or Outbound.
a. If the issue is resolved,
the CSR ensures that customer is satisfied and confirms the customers contact
details.
b. If issue cannot be
resolved while on call, it is escalated by the CSR to the Supervisor on shift
and followed up through the proper channels until resolution.
c. Customers should be
clearly directed/guided on what to do.
d. To upgrade existing
customer packages into higher bands through upselling and focus on customer
retention at all touch points.
Principle duties:
(Using effective
communication skills)
- Provide
one-stop customer support for all services by responding to customer
queries within defined SLAs
- Resolving all
complaints, concerns and issues in a timely and diplomatic manner. Conduct
activities in a professional manner
- Demonstrate
knowledge of service standards or service level agreements.
- Demonstrating
knowledge of impact of providing professional service to Customers.
- Understanding
the importance and impact of first call resolution (FCR).
- Working with
the Supervisor on performance improvement as an individual and with the
team as a whole.
- Ensuring
complaints/concerns are resolved or escalated in a timely manner.
- Providing
timely notifications to management of negative trends, urgency of issue,
or extent of required follow up.
- Determining
when a problem requires action from higher level of authority.
- Participate in
regular team meetings.
- Educate
customers about terminology, technology and self-help features and
benefits of packages in order to improve customer education and
satisfaction.
- Updating
client comments, complaints, enquiries and compliments regarding packages
& services on all relevant Systems.
- The jobholder
will be expected to identify and highlight to the Supervisor, all emerging
service issues of general or unique nature; that may require maintenance,
upgrade or restructuring of services in order to meet customer needs.
- Resolve
customer query on first contact and keep the promise of query/problem
resolution for escalated cases.
- Take full
ownership of customer cases that and handover unresolved cases at end of
day
- Confirm client
information and update on existing database.
- Cross sell
and/or up sell current packages to clients who have renewed their packages
in line with up selling script.
- Enhance
customer loyalty and up sell accordingly in line with all and any
campaigns run on the platform.
- Actively
participate in process improvement meetings as required.
Qualifications / Experience:
- Tertiary or
Diploma education from a recognized institution of learning
- Minimum of
2-years experience in customer service.
- Experience in
the Satellite Services industry will provide an added advantage
- Ability to
solve practical problems and deal with a variety of concrete variables in
any situation.
- Knowledge and
experience in reading, analysing, and interpreting customer transactions
as well as technical procedures.
- Proficiency in
MS Office - specifically Excel, Access, Word, PowerPoint.
- Ability to
effectively present information and respond to questions from management,
peers and customers.
- Ability to
handle service delivery and service assurance processes and structures in
a large telecommunications/media environment.
Skills & Competencies:
- Fluent in
English and Kiswahili Language (must be well spoken)
- Good IT
literacy skills
- Excellent
communication skills - verbal and written
- Knowledge
retention
- Attention to
detail
- Organization
skills
- Flexibility
- Calm under
pressure
- Speed
- Creativity
- Self-driven,
customer centric and team player.
- Integrity;
Certificate of Good Conduct and CRB clearance will be required during the
screening process.
How to Apply