Position: Customer Service Intern
Location: Nairobi
Type: Internship
Min. Experience: Student (College)
Job Description
Our Customer Service Centre supports our Property Management and Operations department in sales and marketing to increase our occupancy to over 95% at any one time in addition to enhancing our customer experience for our residents through quick issues resolution.
Qwetu has become the top
choice for students looking for accommodation in Nairobi. It is designed to
offer students comfort, community and learning. In everything we do, customer
delight (not just service and satisfaction) remains our strategic
differentiation. We delight our customers with amazing experiences to ensure
that Qwetu continues to be the most-sought-after accommodation for students
studying in Nairobi
Responsibilities
- Driving customer acquisition through telesales,
manage a large volume of both inbound and outbound call identifying
potential customers and their details on our CRM
- Providing excellent customer experience to
all contacts (inbound and outbound) by providing accurate product
information, responding to all queries by phone and email while upholding
the Qwetu Brand
- Engaging residents to follow up on their
queries on maintenance, tenancy and updating the help-desk to close
all issues using first time resolution tactics
- Following up with potential and current customers
on bill payments, rent reminders and collections
- Identifying and escalate priority issues,
routing calls to appropriate resource, following up customer calls
where necessary, and documenting all call information according to
standard operating procedures
- Completing call logs, prepare and share call
reports timely
- Sharing any customer VOC for improvements
- Channeling any customer pain points for
resolution and keeps customer informed
Qualificationse
- A current student in your third, fourth or final
year in any Kenyan university or college studying Tourism,
Hospitality, International Relations or any business related courses
- Positive with a high-energy attitude
- Resourceful, creative, with a
knack for problem-solving
- Proficient in Microsoft Office (especially MS
Word, Excel and PowerPoint)
- At least 18 years of age
- Excellent written and verbal communication skills
- Self-directed and able to work without supervision
- Energetic and eager to tackle new challenges
How to apply
