Job Title: Customer Service Assistant
Hiring Organization: Mount
Kenya University
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Education
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/25/2024
In
pursuit of fulfilling the Mission and Vision of the University, the Directorate
of Human Resource is mandated to facilitate and support the Mission and
operations of the University by enabling it to continue attracting, developing
and retaining the right number of suitably qualified staff so as to maintain
the University competitive edge. MKU invites applications from suitably
qualified, visionary, competent, dynamic and experienced professionals with
impeccable track record to fill the position of Customer Service Assistant
Qualification
Must
have:
- Bachelor’s
degree Communication/Marketing/Public relations or in any other related
area of specialization
- One
(1) year experience in a customer support role
- Must
be Computer Literate.;
OR
- Higher
National Diploma in relevant area of specialization
- 2
years’ experience in Grade 7 at MKU or at a similar position in a
recognized academic institution.
- Previous
experience in a customer support role
- Must
be Computer Literate.;
OR
- Diploma
in Public Relations/Marketing/Mass Communication or in any other relevant
area of specialization.
- 2
years’ experience in Grade 7 within MKU or at a similar position in a
recognized academic institution.
- Previous
experience in a customer support role
- Must
be Computer Literate.;
Duties
and responsibilities:
- Managing
large amounts of inbound calls in a timely manner
- Following
current procedures when transferring a call to another member of staff for
specialist advice.
- Ensuring
that customers are advised of alternative communication methods.
- Identifying
customers’ needs, clarifying information, and providing solutions and/or
alternatives
- Keep
record of all calls received in our call center database in a
comprehensible way
- Meet
personal/team qualitative and quantitative targets
- Dealing
with all calls and enquiries received within the Campus in line with the
University’s policies and procedures.
- Liaising
with colleagues in relevant offices so as to resolve inquiries
appropriately.
Skills
- Strong
phone and verbal communication skills along with active listening
- Customer
focus and adaptability to different personality types
- Ability
to multi-task, set priorities and manage time effectively