Vacancy: Contact
Center Agent (French, Lingala, Zambian Dialects, Somali, Arabic and
Amharic Speakers)
Company
Profile: KenCall is Kenya’s largest contact center operating globally and
providing call center and Business Process Outsourcing (BPO) services to
organizations worldwide.
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. This role is responsible for
providing excellent customer service by; resolving issues and answering
enquiries regarding various products and services.
Main Responsibilities of the Job:
- Responding to customer enquiries.
- Researching required information using available resources.
- Handling and resolving customer complaints.
- Providing customers with product and service information.
- Processing orders, forms and applications.
- Identifying and escalating priority issues.
- Routing calls to appropriate departments.
- Following up on customer calls where necessary.
- Completing call logs.
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
- Ability to explain detailed instructions articulately and clearly
- Ability to multi-task effectively
- Technical aptitude
Personal Qualities
- Strong work ethic
- Exceptional customer service skills
- Ability to recognize sales opportunities.
- Excellent telephone manner
- Positive attitude
- Excellent personal grooming
- Clear neutral accent
Qualifications
- Post Secondary Education in any field
- 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
How to
Apply: If you think this is the perfect fit for you then visit our website: http://www.kencall.com/cats/careers/
or send your Resume to: recruitment@kencall.com
by 15th January 2014