Position: Customer Support Representative - French Speaker
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.
Duties and Responsibilities:-- Receive incoming calls and provide general and
technical support to customers
- 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; Minimum diploma holders,
holders of Bachelor’s degree will have an added advantage.
- Fluent in the English Language (neutral and
clear accent)
- Fluent in Swahili language
- Proficient in MS Office Suite.
- General Knowledge and interest in any of the
following products Hand held phones; Home appliances; Audio Visual; Office
Automation; Information Technology; Digital imaging is required.
- 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
Interested and Qualified candidates
should send their resumes to kenyaoperations@gmail.com clearly indicating the
position on the subject line.
