Position: Customer Support Representative - Remote
Management
Position
Summary:-The Customer Support Representative is required to provide
exceptional customer experience through handling inbound, outbound calls in a
highly professional manner, whilst meeting Key Performance Indicators and
thereby Service Levels.
Duties
and Responsibilities:-
- Troubleshoot
and do fault diagnosis of Hand Held Products using Remote Management.
- Receive
incoming calls and provide general and technical support to customers on
products.
- Maintain
customer experience levels within the stipulated quality standards.
- Conduct
Happy Calls and Check Calls.
- Collect,
confirm and update client information on CRM.
- Record
and follow up on general queries and complaints
- 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
(Chat, etc.).
Knowledge
and skills:
- 2
Years experience in an electronic backgroung is Mandatory
- Good
knowledge of Hand Held Products (HHP) and App Settings.
- Good
knowledge of PC/LAN, Ms Windows, ICT security and viral protection
Systems, Ms Window’s network administration.
- Ability
to troubleshoot and do fault diagnosis of Hand Held Products.
- Systems
hardware and software maintenance.
- Database
management.
- Good
knowledge of Google play store and its products.
- Good
knowledge and understanding of Hand Held Products Hardware and
software.
- Tertiary
education; Prefarably Diploma/Bachelor’s degree in Electrical and
Electronics Engineering or related field.
- Fluency
in the English Language (neutral and clear accent).
- Knowledge
of French, Amharic or Arabic is an added advantage.
- Proficiency
in MS Office Suite.
Knowledge
of any of the following products would be an advantage: - 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 with ability to multitask.
- Maintains
high levels of integrity and confidentiality of client information.
- Excellent
telephone etiquette and customer service skills.
- Excellent communication & Typing skills.
Interested
and qualified candidates should send their applications to
kenyaoperations@gmail.com clearly indicating the position on the subject
line.