Recruitment at KenCall in Nairobi, Kenya (Interns Jobs and More)


KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country.

We provide telemarketing and customer support services to customers in Britain and the U.S.

Title: Training Intern
Location: Nairobi, Kenya
 
Openings: 2

Description

The training Intern will assist the Training Manager in managing the learning and professional development of an organization’s workforce. 

She/he equips staff with the knowledge, practical skills and motivation to carry out work-related tasks. 

They also help with ongoing, long-term improvement of employees' skills, enabling them to fulfill their potential within the organization.

The Intern will be exposed to:
  • Evaluating, reviewing and developing training programs to meet clients and organization’s needs.
  • Assisting in monitoring the overall effectiveness of training programs.
  • Effective monitoring and reviewing of trainee’s progress.
  • Ensuring all new staff members are inducted in accordance with the company’s policy.
  • Planning, scheduling and training initial and ongoing training classes.
  • Assesses training needs, develops training methods, writes procedure manuals and presents information using a variety of techniques, including discussions, role playing, team exercises and visual materials.
Personal Attributes
  • A natural multi-tasker
  • Calmness
  • Leadership qualities
  • Energetic
  • Natural organizer and planner
Personal Requirements
 
Educational and/or Other Requirements/Qualifications
  • Bachelors degree Preferred in HR, Social Sciences.
  • Call Centre experience is an added advantage
  • Public speaking and presentation skills,
  • Knowledge on Develop curriculum and design training, including methods of assessing effectiveness.
  • Good command of the English language and is familiar with media production and communication techniques.
  • Understand aspects of personal psychology and group dynamics.
  • Exceptional customer service.
Title: Contact Centre Agent
 
Location: Nairobi, Kenya
 
Openings: 100

Company Profile
 
KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process Outsourcing (BPO) services to organizations worldwide. 

KenCall offers unrivalled experience in customer care, telesales, technical support, customer acquisition, web chat services and BPO.

Its business is built upon world-class technology infrastructure and operations.
 
Job Profile
 
The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution.

Main Responsibilities of the Job:

Provide professional customer service by:
  • Listening attentively to customers and responding to customer enquiries via email, live chat and phone
  • Anticipating potential needs or problems of customers
  • Maintaining a balance between business and customer needs
  • Following through on commitments
  • Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
  • Maintaining confidentiality of information
  • Achieving first contact resolution (FCR)
  • Handling complaints or issues satisfactorily
  • Providing accurate information about products and services
  • Processing transactions effectively
Working Conditions
  • Hours of work will vary and shift work will be required
  • Agents may be required to sit for long periods of time
Main Skills
  • Excellent verbal and written communication skills
  • A minimum typing speed of 30wpm (A MUST)
  • Ability to learn detailed instructions quickly
  • Superior problem solving skills
  • A high level of comfort in purchasing and using digital music
  • Ability to explain detailed instructions articulately and clearly
  • Ability to multi-task effectively
  • Technical aptitude
Personal Attributes
  • Strong work ethic
  • Exceptional customer service skills
  • Ability to recognize sales opportunities
  • Excellent telephone manner
  • A Passion for the music and media industry
  • Positive attitude
  • Excellent personal grooming
  • Clear neutral accent
Personal Requirements
 
Educational and/or Other Requirements/Qualifications
  • An Education background in the arts, preferably music.
  • Multi-channel experience is preferred: email/chat/phone
  • Knowledge of computer and communication systems
  • Experience in customer service environments an asset
  • Previous contact centre experience an asset
  • International exposure is highly advantageous
Title: Inbound International Account - Customer Service Representatives
 
Deadline: 29-03-13
 
Location: Nairobi, Kenya
 
Openings: 50

Description

Main responsibilities of the Job include:

Provision of excellent and professional customer service by:
  • Responding to customer enquiries via email, live chat and phone
  • Anticipating potential needs or problems of customers and resolving
  • Maintaining a balance between business and customer needs
  • Following through on commitments
  • Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
  • Maintaining confidentiality of information
  • Achieving first contact resolution (FCR)
  • Handling complaints or issues satisfactorily
  • Providing accurate information about products and services
  • Processing transactions effectively
Personal Attributes
  • Superior customer service skills and ability to maintain positive working relationships
  • Solid organizational skills
  • Great attention to details
  • Ability to multi-task
  • Strong work ethic.
  • Ability to manage complex order processing and data input
  • Ability to maintain confidentiality at all times
  • Must be highly motivated and committed to achieving results
  • Ability to work under little supervision while meeting deliverables
  • Ability to work in a team environment, as well as independently
  • Excellent communication skills; written and verbal.
  • Flexibility to work in shifts including weekend and nightshifts.
  • Must be willing to work in a diverse, dynamic environment and want to be part of a super-skilled and fun team.
Personal Requirements
 
Educational and/or Other Requirements/Qualifications
  • MUST HAVE A CLEAR NEUTRAL ACCENT WITH AN AMERICAN ORIENTATION
  • Must have an excellent command of English
  • University degree/ College Diploma in a related field
  • Preferably have experience in Customer Service in a Contact Centre.
Title: Junior Application Developer
 
Deadline: 21-05-13
 
Location: Nairobi, Kenya
 
Openings: 1

Description
  • Develop an in-depth knowledge of the company’s application portfolio, development tools, and development procedures.
  • Actively participate in the development and review of business and system requirements to obtain a thorough understanding of business needs in order to deliver accurate solutions.
  • Provide development activities level of effort and duration estimates for schedule planning. The developer is expected to proactively manage activities to deliver required work on time.
  • Design application solutions that fully implement business requirements.
  • Develop high quality software code in accordance with established company standards and development guidelines.
  • Produce technical documentation that accurately and thoroughly depicts the software design and code base. The documentation needs to sufficiently assist QA testing and production support activities.
  • Perform adequate unit testing of own and other developers’ application development work. At a minimum, unit testing should ensure all requirements have been addressed, all basic functionality works, and errors are handled properly.
  • Expeditiously troubleshoot application production issues that resolve the issues without causing additional problems.
  • Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
  • Provide updates to the Application Development team and Project Managers on work in progress, work completed, work planned, and issues potentially impacting the on time completion or quality level of work.
  • Perform systems analysis and functional testing as needed.
Personal Attributes
  • Strong work ethic.
  • Ability to manage complex order processing and data input
  • Ability to maintain confidentiality at all times
  • Must be highly motivated and committed to achieving results
  • Ability to work under little supervision while meeting deliverables
  • Ability to work in a team environment, as well as independently
  • Flexibility to work in shifts including weekend and nightshifts.
  • Must be willing to work in a diverse, dynamic environment and want to be part of a super-skilled and fun team.
  • Very creative and a fast thinker
Personal Requirements
 
Educational and/or Other Requirements/Qualifications
  • BA/BS in BIT, computer science, or related field, or equivalent experience.
  • Experience in the developing CRMs and CMSs in a Windows/Linux environment.
  • Excellent communication skills, problem solving and crisis management skills, and strong analytical skills with the ability to work as an effective member of a team.
  • Proficiency with Microsoft tools - MS Office suite.
If you are interested in joining a winning team, we invite you to view our current openings and submit your resume.

KenCall does not employ any recruiting agents or agencies, nor does it charge for interviews or any other activities related to recruiting.

Career applications are accepted daily online on www.kencall.com

KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.