Vacancy: Customer Service Representative
Position Summary:-The Customer Service Representative is required to
provide exceptional customer experience by handling calls in a highly
professional manner, whist meeting Key Performance Indicators and thereby
Service Levels.
Duties and Responsibilities:-
- Handle calls within pre-determined service
guidelines.
- Maintain customer experience levels within the
quality standards stipulated.
- Processes orders accurately and
efficiently.
- Adheres to client guidelines on escalating
sensitive feedback/concerns pertaining to food safety
- Handle objections by building rapport with
customers.
- Record customer information; orders and
feedback on the CRM.
- Adheres to Data Protection policy with regards
to confidentiality of customer details.
- Handle complaints in a polite and professional
manner.
- Patiently listens and responds to customer
queries.
- Understands and adheres to the escalation
process.
- Ensures meets the account Key Performance
Indicators as specified.
Key competencies and
attributes:
- Ability to handle complaints in a polite;
empathetic and professional manner
- Remains calm when faced with difficult or
angry customers.
- Initiative to update self on new and current
products and/or services and promotions
- Ability to handle busy periods by managing
one’s stress levels.
- Maintains a positive attitude and enthusiasm
when faced with routine work
Education and experience:
- Past experience in a customer service
environment is Mandatory
- Previous experience in a Call Center is an
added advantage
- A Diploma from a recognized tertiary
institution, however Bachelor’s degree holders will have an added
advantage
- Fluent in the English Language (neutral and
clear accent)
- Good knowledge of Kiswahili (where
applicable)
- Good typing and IT literacy skills
Interested and qualified candidates
to send their resumes to hroperations.recruitment@gmail.com clearly indicating
the position on the subject line and all applications should reach us by 6th
May 2016.
