Position: Customer Service Agent
Location: Nairobi, Kenya
Reporting to the Head of Customer Service
Job description
the CS agent will be part of Lipa Later Customer Service
Team and will be responsible for all interactions with our customers. He/she is
to ensure all of the questions, requests, and issues of the customers are
answered and solved in a professional way with customer centricity as our main
driving force.
Responsibilities
- Attending to customers
issues through inbound calls, social media platforms emails, and chats.
- Customer management
- Customer retention
strategy implementation.
- Provide product and
service information to customers.
- Product pitches and
education on our products to customers.
- Resolution and
escalation of customer’s issues.
- Contract preparation
- Partner engagement
- Upsell & Cross sale
products and services.
- Customer fulfillment
and satisfaction
- Assistance in customer
experience initiatives
- Keep records of
customer interactions, process customer accounts, and file documents
- Follow communication
procedures, guidelines, and policies
Qualifications
- Undergraduate degree in
communications, marketing, advertising, public relations, media studies,
business and/or related fields.
- More than 4 years’
customer support experience or experience as a client service agent
- Track record of
over-achieving quota
- Strong phone contact
handling skills and active listening
- Familiarity with CRM
systems and practices
- Customer orientation
and ability to adapt/respond to different types of characters
- Excellent communication
and presentation skills
- Exceptional fluency
(speaking, reading, writing, understanding) of Kinyarwanda & French
required.
- Ability to multi-task,
prioritize, and manage time effectively.
How to apply
If interested, kindly send your CV to careers@lipalater.com with the subject line “Customer
Service Agent – Nairobi”.