Position: French or Arabic Speaking Customer
Service Representatives
Reporting
to: Team Leader
Supervises: None
Position
Summary:- The Customer Support Representative
is required to provide exceptional customer experience through handling
inbound, outbound calls in a highly professional manner, whist meeting Key
Performance Indicators and thereby Service Levels.
- Receive
incoming calls and provide general and technical support to customers on
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.)
Knowledge
and Skills:
- Tertiary
education; holders of Bachelor’s degree will have an added
advantage.
- MUST be
fluent in either FRENCH or ARABIC
- Previous
experience in a call center will be an added advantage
- Fluent
in the English Language (neutral and clear accent)
- 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.
- Must
possess a Valid Certificate of Good Conduct
Key
Competencies and Attributes:
- Ability
to handle complaints in a polite; empathetic and professional manner
- Ability
to use a positive, constructive, and solution-focused approach whenever
conflict arises
- Maintains
a positive attitude and enthusiasm when faced with routine work
- Dynamic
and energized individual.
- Ability
to multi task
- Maintains
high levels of integrity and confidentiality of client information.
- Excellent
telephone etiquette
- Excellent
communication skills
- Excellent
customer service skills
Only
qualified candidates should apply to Kenyaoperations@gmail.com clearly
indicating the title applying for on the subject line.
