Position: Customer Service / Call Center Representative
The Role: To be a liaison between the company and its current and
potential customers.
The successful candidate will
be able to accept ownership for effectively managing customer issues,
complaints and inquiries keeping customer satisfaction at the core of every
decision and behavior.
Responsibilities
Responsibilities
- Greet customers
warmly and ascertain problem or reason for calling.
- Resolve
customer complaints via phone, email, mail, or social media.
- Use telephones
to reach out to customers in a timely manner.
- Follow
communication “scripts” when handling different topics
- Identify
customers’ needs, clarify information, research every issue and provide
solutions and/or alternatives
- Build
sustainable relationships and engage customers by taking the extra mile
- Keep records of
all conversations in the call center database in a comprehensible way
- Frequently
attend educational seminars to improve knowledge and performance level
- Meet personal
qualitative and quantitative targets
- Work with
customer service manager to ensure proper customer service is being
delivered.
- Compile reports
on overall customer satisfaction.
Requirements
- Previous
experience in a customer support role
- Strong phone
and verbal communication skills along with active listening
- Familiarity
with CRM systems and practices
- Customer focus
and adaptability to different personality types
- Ability to
multi-task, set priorities and manage time effectively
- Experience and
skills in Data Analysis and Market Research are a plus.
Qualified applicants to send
their CVs and cover letter stating current and expected salary by 31st October,
2016 to recruitment@cdl.co.ke
Only shortlisted candidates will be contacted