Customer Support Representatives
(12 vacancies – English; Kiswahili; French; Amharic; Arabic
speakers)
Have you worked in a retail outlet handling wireless devices
such as smart phones, cell phones and laptops; audio visual equipment; home
appliances; office automation; digital imaging equipment?
If you are looking for great work exposure and experience,
followed by meeting the below requirements, then we would like to meet you.
Role Summary
The selected individual(s) will be required to provide basic
technical support and exceptional customer experience to customers in a highly
professional manner.
Key responsibilities:-
- Receive
incoming calls and provide general and technical support to customers on
Samsung products
- Maintain
customer experience levels within the stipulated quality standards.
- Conduct
Happy Call 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.)
Minimum knowledge, skills and experience:
- Diploma
or degree from a recognized institution
- Fluent
in the English Language (neutral and clear accent)
- Must
be proficient in any of the following languages:- Kiswahili; French;
Amharic; Arabic
- Proficient
in MS Office Suite.
- Knowledge
of any of the following products would be an advantage: - Hand held
phones; Home appliances; Audio Visual; Office Automation; Information
Technology; Digital imaging.
- Ability
to communicate clearly and effectively
- Typing
speed of 20 words per minute with an ability to type proficiently whilst
multi-tasking.
- Excellent
knowledge Windows and Office applications.
- Maintains
high levels of integrity and confidentiality of client information.
- Call
Centre experience will provide an added advantage.
- Must
have a strong customer service orientation.
- Excellent
telephone etiquette
Certificate of Good Conduct is a prerequisite
Language requirements
Language requirements
- English
and French speakers (2 vacancies)
- English
and Kiswahili speakers (4 vacancies)
- English
and Amharic speakers (3 vacancies)
- English
and Arabic speakers (3 vacancies)
If you believe this is an exciting and challenging opportunity
for you; then please go to www.horizoncontactcenters.com for more
details and to apply. An attractive remuneration is offered for all the above
positions.
Only shortlisted candidates will be contacted.
Closing date is Friday 7th December 2012.