Our client, Dafabet Kenya, is the
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:
They are seeking to recruit a motivated and self-driven professional to fill in the following position in their Nairobi office:
Digital Customer Service – Inbound Agent
Reporting to the Digital Customer
Care Team Lead, the incumbent will be responsible for responding promptly and
effectively to incoming contacts, chats, emails and providing technical support
to customers.
This position will also be involved
in managing contacts and addressing customer concerns made via social media
platforms
Principal Accountabilities:
·
Handling and resolving customers’
issue via email, chat and social media platforms while maintaining the set
quality standards of customer contacts.
·
Understanding customer needs and
providing efficient feedback to the Team Lead
·
Educating and advising customers on
the company’s marketing strategies, ongoing promotions as well as all aspects
of Dafabet products to enhance customer satisfaction and first call resolution.
·
Coordinating well with other
colleagues, superiors and other departments
·
Maintaining professionalism while
attending to customers regardless of the issue or customer’s demeanor and must
successfully handle difficult/sensitive issues.
·
Following internal department
procedures and compliance to company-wide rules and policies
·
Following up and resolving escalated
customer issues in a timely manner
·
Developing customer relationships by
maintaining contact at an appropriate level
Key Skills and Qualifications:
·
Have a Degree/Diploma in Marketing or
any other related field
·
At least 2 years’ experience in a
similar role
·
Should be Fluent in English and
Swahili
·
Excellent interpersonal skills, with
the ability to deal effectively and professionally with difficult customers
·
Have proven social media and
marketing experience
·
Be a team player with a can-do
attitude and have a flexible approach to working in a dynamic and often hectic
environment
·
Should be customer service oriented
and have a proven ability to see problems through to their resolution
·
Should be proficient in MS Office
·
Should have high personal integrity,
with sense of responsibility and accountability
·
Be able to multi-task, with high
level of initiative and resourcefulness
·
Result-oriented with a sense of urgency
and manages stress and pressure well
Interested candidates are requested
to forward their updated CVs to recruit@virtualhr.co.ke by 12th November 2018
clearly stating the subject heading “DIGITAL CUSTOMER SERVICE-INBOUND AGENT”.
Only shortlisted candidates will be
contacted.
Website: www.dafabet.co.ke