Call Center Executive
Our client a manufacturing company is
seeking to recruit a Call Center Executive to join their dedicated team.
Salary: 30k (Plus commissions)
General Purpose
Position Description
As a Call Center Executive you will
be part of a team of professionals charged with ensuring continuity of service
to a growing number of countrywide customer.
The call center executive is
responsible for initial and follow-up order fulfilment, order generation, order
tracking and customer service queries. The position holder plays the critical
role of first point of contact with external audiences; and provides support by
reporting and resolving problems and complaints.
Responsibilities
·
Answer incoming calls from customers
to take orders, answer inquiries and questions, handle complaints, troubleshoot
problems and provide information.
·
Respond to emails and close service
tickets within an established timeline
·
Resolves problems by clarifying
issues; researching and exploring answers and alternative solutions;
implementing solutions; escalating unresolved problems.
·
Recruit and enter new customer
information into system; manage such new customers for growth and
sustainability.
·
Seize opportunities to upsell
products when they arise
·
Track all orders received up to
delivery to the customer; update all stakeholders at regular intervals.
·
Keep an updated database with all
existing customer information
·
Identify and escalate priority issues
·
Route calls to appropriate resource
·
Follow up customer calls where
necessary
·
Document all call information
according to standard operating procedures
·
Describe products and present a
winning business case to potential customers
·
Complete call logs and produce call
reports
Qualifications
·
Diploma in customer service,
Marketing, Call Center management or equivalent. Bachelor’s degree would be an
added advantage.
·
Proficiency in use of an ERP
·
Good knowledge of commonly used word
processing, spreadsheet and database software packages
·
Excellent command of written and
spoken English and Swahili
·
knowledge of customer service
principles and practices
·
knowledge of call center telephony
and technology
·
2-3 years’ experience in a call
center or customer service environment
·
Good data entry and typing skills
·
knowledge of administration and
clerical processes
How to Apply
If qualified kindly send your CV
to vacancies@jantakenya.com clearly indicating ‘Call Center Executive’ on the
subject line by 7th December 2017