Position: Customer Service Agent
Location: Nairobi, Kenya
Reporting to the Head of
Customer Service
Job description
the CS agent will
be part of Lipa Later Customer Service Team and will be responsible for all
interactions with our customers. He/she is to ensure all of the questions,
requests, and issues of the customers are answered and solved in a professional
way with customer centricity as our main driving force.
Responsibilities
- Attending to customers issues through inbound
calls, social media platforms emails, and chats.
- Customer management
- Customer retention strategy implementation.
- Provide product and service information to
customers.
- Product pitches and education on our products to
customers.
- Resolution and escalation of customer’s issues.
- Contract preparation
- Partner engagement
- Upsell & Cross sale products and services.
- Customer fulfillment and satisfaction
- Assistance in customer experience initiatives
- Keep records of customer interactions, process
customer accounts, and file documents
- Follow communication procedures, guidelines, and
policies
Qualifications
- Undergraduate degree in communications, marketing,
advertising, public relations, media studies, business and/or related
fields.
- More than 4 years’ customer support experience or
experience as a client service agent
- Track record of over-achieving quota
- Strong phone contact handling skills and active
listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond
to different types of characters
- Excellent communication and presentation skills
- Exceptional fluency (speaking, reading, writing,
understanding) of Kinyarwanda & French required.
- Ability to multi-task, prioritize, and manage time
effectively.
How to apply
If interested, kindly
send your CV to careers@lipalater.com with the subject
line “Customer Service Agent – Nairobi”.