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Customer Service Representative Job in Kenya

Job Vacancy: Customer Service Representative
 
Reporting to: Team Leader

Position Summary:-The Customer Care Executive will provide great customer experience by showing empathy, creating  rapport and building trust through contact with the customers by answering incoming calls / SMS to: answer inquiries and questions, handle complaints, troubleshoot problems and provide information, solutions and advice.


Key competencies and attributes:
·                     Experience in a Call Center will be an added advantage
·                     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
Care Responsibilities:-
·                     Provide customers with product and service information by clearly explaining procedure, answering questions and providing information
·                     Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures
·                     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 via and/or SMS
·                     Maintain customer experience levels within the stipulated quality standards.
·                     Quickly understand the customer’s needs and providing the best resoultion.
·                     Conduct Happy Calls and Customer Satisfaction Survey calls
·                     Collect, confirm and update client information to standard operating procedures
·                     Record and follow up on general queries and complaints
·                     Conduct a predetermined number of CSAT surveys
·                     Handle complaints in a polite and professional manner by managing and resolving customer complaints
·                     Understand and adhere to the escalation process.
·                     Research required information using available resources.
·                     Handle online customer support if required (Emails, chat, blogs etc.)
Essential Responsibilities
·                     Updates self on job knowledge by studying and understanding new product descriptions and / or new service processes
·                     Recommend process improvements for process excellence
·                     Recognize, document and alert the Team leader of trend in customer calls
·                     Maintain communication equipment in working order and reporting problems promptly
Knowledge and skills:
·                     Degree or Diploma in any business related field.
·                     Fluent in the English and Swahili Language proficiency (neutral and clear accent)
·                     Proficient in MS Office Suite.
·                     Successful Candidates MUST be willing to work in a shift pattern assignment within a 24 hour operational environment.
·                     Must possess a Valid Certificate of Good Conduct
Interested and qualified candidates to send in their resumes tohroperations.recruitment@gmail.com clearly indicating the position on the subject line

All applications should reach us by 13th October 2017

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