Job Title: Customer Service / Call Centre Agents
Key Responsibilities
·
Maintain Customer focus at all times
and respond to customers’ enquiries (e-mails phone and face to face)
·
Work within agreed service levels,
striving to exceed customer expectations wherever possible.
·
Exceed productivity standards; such
as overall accuracy; maintaining Service Level of Agreement; backlog management
of departmental and individual markets and maintaining daily statistic.
·
Take ownership of queries and
proactively follow through to resolution.
·
Ensure all customers’ queries are
investigated and resolved, escalating issues if appropriate, to the Customer
Service Manager.
·
Maintain advanced working knowledge
of all customer service processes for different market segments and communicate
discrepancies/ issues to team manager when necessary.
·
Maintain professional working
relationship with internal and external customers, customer service management
and colleagues.
·
Perform quality assurance on work
processed.
·
Report workload statistics as
required.
·
Work effectively as part of a team to
achieve individual, team and departmental objectives, sharing knowledge and
skills as appropriate.
·
Provide flexible support for team
members and other teams and foster a positive and a motivating environment.
·
Demonstrate a positive and flexible
approach to changing business priorities.
·
Assist in gathering business
requirements and analysis activities to facilitate Continuous Improvement.
·
Identify and escalate recurring or
consistent problems with systems functionality.
·
Understand priorities, products and
services and have a good grasp of how the company is run.
Requirements
·
Proven customer service skills
preferably in a call center environment.
·
Proven Experience customer service
role.
·
Good knowledge of relevant computer
programs and telephone systems.
·
Ability to learn about products and
services.
·
Excellent knowledge of English and
Swahili.
·
Must possess excellent verbal and
written communication skills.
·
Can work in shift.
Application Process
Interested candidates are invited to
strictly email their cover letter and CV, clearly detailing their current
remuneration and expectations to hr@roamtech.com before end of day 18th
November 2016.
Only shortlisted candidates will be
contacted.
