Our client, Dafabet Kenya
(www.dafabet.co.ke), is Africa’s leading online betting site and home to some
of the best gaming products on the web that includes best odds, cash-out,
instant pay-outs, live streaming and wide array of other gaming products.
They are seeking to recruit a
motivated and self-driven professional to fill in the following position in
their Nairobi office:
Customer Service Team Leader
Principal Accountabilities:
·
Providing training and development to
the Customer Service staff
·
Ensuring efficient communications to
customers
·
Ensuring daily/weekly/monthly
reporting is managed in line with management expectations
·
Responsible for chat/call/email
evaluation, resolution and follow up.
·
Working closely with the QA function
to ensure continuous improvement
·
Developing, implementing and
maintaining policies and procedures to ensure quality customer service
·
Ensuring quality customer service,
product innovations and promotions
·
Providing effective feedback to the
Management regarding process flow and interdepartmental concerns when necessary
Key Skills and Qualifications:
·
Degree in Customer Service or any
related field
·
A minimum of 4 years’ experience in a
similar role
·
Proficient in MS Office applications
·
Results-oriented with a sense of
urgency, and manages stress and pressure well
·
Excellent communication and problem
solving skills
·
Strong organisational skills, with a
proven track record of working under pressure and tight deadlines
Interested candidates are requested
to forward their updated CVs to recruit@virtualhr.co.ke by Wednesday 24th
January 2018, clearly stating the subject heading “CUSTOMER SERVICE TEAM
LEADER”.
Customer Service
Agent
The Customer Service Agent will be
responsible for responding promptly and effectively to incoming customer calls,
chats and emails as well as providing technical support to customers.
Principal
Accountabilities:
·
Handling and resolving customers’
issue via email, online chatting tools and phones (inbound and outbound)
·
Providing answers and solutions to
the customers in a professional manner
·
Responding promptly and effectively
to incoming customer calls, chats and emails
·
Ensuring that more complex customer
issues are followed up and resolved in a timely manner
·
Developing customer relationships by
maintaining contact at an appropriate level
·
Ensuring feedback on recurring
customer issues is given to the Team Leader
Key Skills and
Qualifications:
·
Diploma/ Degree in Customer Service
or any related field
·
A minimum of 2 years’ experience in a
similar role or contact centre environment
·
Strong organisational skills, with a
proven track record of working under pressure and tight deadlines
·
Excellent communication, problem
solving and interpersonal skills
·
A proven team player with a can do
attitude. Flexible approach to working in a dynamic and often hectic
environment
Interested candidates are requested
to forward their updated CVs to recruit@virtualhr.co.ke by Wednesday 24th
January 2018 clearly stating the subject heading “CUSTOMER SERVICE AGENT”.
Only shortlisted candidates will be
contacted.
