Job Vacancy: Customer
Service Representative
Reporting to: Team Leader
Supervises: None
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.
·
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 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
·
Fluent
in the English Language (neutral and clear accent)
·
Good
knowledge of Kiswahili (where applicable)
·
Good
typing and IT literacy skills.
·
Ability
to multi task
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 Company’s vision.
Interested and qualified candidates should
send their resumes tohroperations.recruitment@gmail.com clearly stating
the position on the subject line