Hotpoint Appliances Limited, a
leading supplier of consumer electronics and entertainment products has an
exciting opportunity in their Service Centre.
They are seeking for talented, dynamic, self-driven and results oriented individual who is committed to performance excellence and participating in our growth strategy.
They are seeking for talented, dynamic, self-driven and results oriented individual who is committed to performance excellence and participating in our growth strategy.
Job Title: Call Centre Agent
Main Job Purpose: To answer incoming calls from
customers, respond to inquiries, handle complaints, troubleshoot problems,
provide information and maintain client and compliant database
Job Responsibility and Accountability
·
Answer phone calls and respond to
inquiries by clarifying desired information, researching, locating, and
providing information to the client.
·
Follow up with customers where
necessary.
·
Resolve problems by clarifying
issues, exploring answers & alternative solutions, implementing solutions
and escalating unresolved problems.
·
Manage and resolve customer
complaints by clarifying desired information, completing transactions and
forwarding requests.
·
Maintain call centre database and
update customer information in the system.
·
Document all call information
according to HAL standard operating procedures and generate reports.
·
Enhance organization reputation by
accepting ownership for accomplishing new and different requests, exploring
opportunities and add value to job accomplishments.
·
Provide customers with product and
service information.
·
Carry out customer call survey and document
in the system (Salesforce and Orion).
·
Practice phone etiquette, greet the
customer by name, speak in a clear, calm and friendly voice and repeat caller’s
issue to verify understanding.
·
Relieve the receptionist at Head
office over lunch break and when off duty
Minimum Qualification
·
Degree in Communication/ Public
Relations or a related field
·
At least one year’s call centre agent
/service industry experience or knowledge of customer service principles and
practices.
·
Qualification or experience in customer
service or contact centre operations will be an added advantage
·
Excellent personal presentation and
telephone etiquette.
·
Administration oriented and speaks
fluent English.
·
Proficient in relevant computer
applications.
·
Possess product and operations technical
knowledge.
·
Knowledge of call centre telephony
and technology.
·
Good data entry and typing skills.
·
Knowledge of administration and
clerical processes.
Other Key Competencies and Skills
·
Excellent people /customer service
skills.
·
IT/ data entry and administration
skills.
·
Excellent communication skills both
verbal and written.
·
Good problem analysis and solving
skills.
·
Good administrative and process
skills.
·
Good listening skills.
·
Good organizational skills.
·
Pays attention to detail with good
judgement skills
Application Criteria
Qualified candidates are encouraged
to send their applications through careers@hotpoint.co.ke
