Customer Service Representative (CSR)
Reports to the Team Leader
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.
Purpose of the role:
The CSR must get full understanding
of customer’s enquiry and attend to the customer, solving the issues as need be
with a focus on overall experience.
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 up selling and focus on customer retention
at all touch points.
Principle duties:
(Using effective communication skills)
(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
Interested and qualified candidates
should send in their resumes to recruitmentpersonnel2017@gmail.com clearly
indicating the position on the subject line.
All resumes should reach us in 2
Weeks by 12th October 2018