Vacant Position: Call Center Officer
The Organisation: Our client, Imperial
College of Medical and Health Sciences, is a registered private tertiary
medical training institution based in Thika and regulated by TVETA.
The college is committed to training health and medical courses
at certificate & diploma levels and to ensure they do not compromise on
quality; they are accredited by all necessary regulatory bodies in Kenya.
The Position: Our client is currently seeking to hire a qualified Call Centre Officer.
Reporting to the Sales & Marketing Manager, the Call Centre
Officer will be responsible for handling inbound calls, email and SMS inquiries
and provide high quality client service to prospective students, current
students, and the general public.
Key Responsibilities:
· Provide information and
advice to prospective or current students, the general public and other
agencies
· Become the first point
of contact and share academic programs course structure, availability, general
entry requirements, enrolment procedures, schedules/dates/times/fees, location,
college services and other general issues.
· Respond to enquiries by
providing information, advice and assistance to individuals via telephone,
email, social media and web chat.
· Maintains an up-to-date
knowledge of the training products offered by IHMCS
· Ensures all inquiring
individuals are provided accurate, consistent and timely advice.
· Redirect incoming calls
to other areas and staff as appropriate.
· Escalate complex issues
for resolution as appropriate.
· Maintain the College’s
Customer Relationship System (CRM) database.
· Provide training and
support to colleagues as required.
· Undertake other duties
as directed.
The Candidate
Experience &
Education
· A Bachelor’s degree in
Marketing/Communication & Public Relations or any other business course.
· Minimum of 2-3 years’
experience in a demanding customer support role in a call centre
· Ability to communicate
effectively via a variety of platforms (telephone, email, web chat) with
customers and colleagues at all levels.
Technical Competencies
· Well-developed computer
skills, including experience across a variety of Microsoft applications.
Behavioural Competencies
· Strong Communication
& Interpersonal skills
· Customer focus and
adaptability to different personality types
· Works effectively in a
team and independently, under pressure
· Proven ability to
multi-task and prioritize work to achieve required outcomes.
· Problem-Solving
abilities
· Leadership, and Teamwork
· Project management and
organizational skills
How to Apply:
To apply: Interested and qualified candidates are invited to
submit a Curriculum Vitae (CV) with details of relevant experience to
talentresource254@gmail.com no later than 2 December 2022
Applicants MUST include the title of the position (Call
Center Officer) in the subject line of the email.
Only shortlisted candidates will be contacted.