Customer Care Jobs in Nairobi, Kenya

Customer Care-Representative

LollyBet is an online and mobile sports betting company that has started running its operations in Africa. We are currently in Ghana, Uganda and recently launched our services in Kenya. We are in plans of opening up other branches in other African countries as well. LollyBet has positioned its self with a mission of becoming “The Best Sports Betting Company In All Africa”

Qualifications

·         Proven experience in Gaming Industry,

·         Experienced in Customer Service role is a plus.

·         Must be able to work in a fast-paced environment, with a high level of initiative & resourcefulness.

·         Ability to manage multiple tasks simultaneously and able to work under pressure & with minimum supervision.

·         Working knowledge of MS Office applications and Telephone Systems.

·         Excellent communication and presentation skills.

·         Skilled in negotiation and dealing with complaints.

·         Persistent and results-oriented.

·         Patient and able to handle customer rejection.

·         Must have strong work ethics and willingness to learn in all aspects of the position.

·         Should possess good personal integrity, with a high sense of responsibility and accountability.

·         Should be a team player and very flexible to work in a dynamic and often hectic environment.

·         Proficient in Swahili and English.

·         High school diploma; BSc/Ba is a plus.

·         Between 20 to 32 years old.

·         Male and Female.

·         Residence in Nairobi.

·         No criminal record

Job Summary

We are looking for an enthusiastic Customer Care Representatives to handle inbound and outbound calls for our company.

The Customer Care Representative is accountable for the delivery of high-quality professional services in accordance with the general best practices of a Customer Service.

The goal is to promote business growth by expanding the company’s clientele.

Responsibilities

·         Promote the company and all its services over the phone and through other communication channels like e-mail and approved social media platforms.

·         Maintain a high degree of product knowledge and service expertise.

·         Promote and enhance the company’s reputation by providing professional, prompt and effective assistance to customers.

·         Answering the customer claims and solving problems.

·         Promptly handling and resolving customers’ issues through call, email, and approved social media platforms while maintaining the set quality standards of customer service delivery.

·         Understanding customer needs and providing efficient feedback to the Customer Care Team Leader and/or Supervisor.

·         Educate and advise customers on the company’s marketing strategies and ongoing promotions.

·         Make follow-ups to ensure that escalated customer issues are resolved in a timely manner.

·         Listening to the customers’ needs and assisting them in making a well informed decision.

·         Perform any other assigned duties.

Customer Care-Team Leader

LollyBet is an online and mobile sports betting company that has started running its operations in Africa. We are currently in Ghana, Uganda and recently launched our services in Kenya. We are in plans of opening up other branches in other African countries as well. LollyBet has positioned its self with a mission of becoming “The Best Sports Betting Company In All Africa”

Requirements

·         Proven experience of Customer Service and/or Call Center in the Gaming Industry for 2 years.

·         Team Management experience.

·         Enthusiasm and aptitude for Customer Care, Retention and Quality.

·         Strong leadership, communication and negotiation skills

·         Excellent problem resolution, communication, leadership and interpersonal skills.

·         Ability to communicate effectively on an individual and group basis

·         Ability to train and motivate employees and evaluate their performance.

·         Should be a team player and very flexible to work in a dynamic and often hectic environment.

·         Ability to work under pressure.

·         Innovative thinker, able to work on own initiative.

·         Strong organizational skills.

·         Presentation and training skills.

·         Ability to multitask.

·         Excellent written and verbal communication skills.

·         Working knowledge of MS Office applications and Telephone Systems.

·         Proficient in Swahili and English.

·         High School diploma; College Degree and taken courses, BSc/Ba is a plus.

·         Between 26 to 35 years old.

·         Male and Female.

·         Residence in Nairobi.

·         No criminal record.

Summary

We are looking for an enthusiastic Customer Care Team Leaders to supervise the team, support the work of the Customer Care Representatives and take his/her part as a team player to deliver the high-quality professional services in accordance with the general best practices of Customer Service who assists the Department Head in the set up Quality Procedures & Processes.

Team Leader will monitor the performance of the Customer Care Team and deliver training accordingly.

Responsibilities

·         To provide day to day supervision and management of directly assigned CC Team.

·         Ensure that CCRs have a clear understanding of performance expectations.

·         Ensure that CCRs are properly trained about the company’s services and the relevant TM Campaigns.

·         Ensure CCRs have the tools they need to perform at high level of productivity.

·         Act as main point of reference for the team for queries and escalation.

·         Under the supervision of Department Head, monitor individual and team metrics (by listening to calls and following system reports) keeping record in a consistent and systematic way.

·         Manage the team of employees dedicated to handling questions and concerns from clients who purchase a company’s services. Ensure staff members know how to respond to inquiries in line with the organization’s policies while maintaining positive relationships with the customer base.

·         Make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, Customer Care Team Leaders may step in, offer advice or authorize a special adjustment.

·         Happy Clients enhance a company’s reputation. Encourage their team members to take their positions seriously and work hard to build a loyal customer base. If problems exist between employees, rectifies the situation before it affects workplace culture.

·         Monitor how both groups and individual employees are performing. Think of ways to increase productivity and Customer Satisfaction.

·         Escalate any individual or team issues to the Department Head.

·         Provide training to new staff members.

·         Create training materials for future reference of current staff and future members.

·         Identify training needs among the team and providing it accordingly.

·         Conduct call-coaching training sessions.

·         To supervise CCRs to ensure goals are achieved

·         Identify training and other needs and expectation through regular individual and team meetings.

·         Address under performance amongst the team members.

·         Motivate and challenge the team with enthusiastic manners and a positive approach.

·         Promote teamwork and cooperation.

·         Managing the performance of others seriously but tactfully.

·         Ask CC staff for input on how to increase productivity and better serve clients.

·         Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to CCR for use as required.

·         Exhibiting patience in order to appease the most difficult clients.

·         Communicating clearly with team members so that they are on the same page in regards to handling situations.

·         Following through on inquiries and projects to ensure completion.

·         Answer CCRs queries in a timely manner.

·         Communicate New Campaigns and appeals to ensure they are fully briefed.

·         Monitor random calls filling in quality forms with agreed KPIs and keep records in a consistent and systematic way.

·         Prepares and directs scheduling, monitors agents’ attendance, schedules shifts & breaks as necessary.

·         Work closely with Department Head.

·         Documents, compile and make reports to the Department Head on the current state of affairs.

·         Performs other similar or related duties, as and when assigned by the Department Head

How to Apply

Interested Candidates who meet the above qualifications and criteria can send their updated CV including recent passport-type photo and two references to the address hr-kenya@lollybet.com