Job Profile: MC Inbound Customer Service Representative
Reporting to: Team Leader
Reporting to: Team Leader
Position Summary:- The Customer
Support Representative is required to understand and resolve customer’s queries
on product, service and account problems in a courteous and professional way in
order to ensure customers’ satisfaction and thereby meeting the service levels.
Key competencies and attributes:
·
1- 2 Years experience in a Call
Center is a pre requisite
·
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
Duties and Responsibilities:-
·
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
·
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 on CRM.
·
Record and follow up on general
queries and complaints
·
Conduct a predetermined number of
CSAT surveys
·
Handle complaints in a polite and
professional manner.
·
Understand and adhere to the
escalation process.
·
Research required information using
available resources.
·
Handle online customer support if
required (Emails, chat, blogs etc.)
Knowledge and skills:
·
Tertiary education; holders of
Bachelor’s degree will have an added advantage.
·
Fluent in the English and Swahili
Language (neutral and clear accent)
·
Proficient in MS Office Suite.
·
Previous experience in a technical
background will be an added advantage
·
Must possess a Valid Certificate of
Good Conduct
Interested and Qualified candidates
should send their resume to kenyaoperations@gmail.com clearly indicating the
position on the subject line
All applications should reach us by
31st January 2019