Apply by 09 December 2020
Job
description
REPORTS TO: Contact Centre
Team Leader
BASIC FUNCTION
A Contact Centre Agent is the front line of the company to our customers, so exceptional GUEST service is critical. Providing product information, suggestive selling, and promoting period specials improves the customer experience and keeps them coming back. Contact Centre Agents are empowered to resolve customer issues to ensure the best possible experience to keep and even gain new customers.
PRINCIPAL ACCOUNTABILITIES
- Answering phones, emails
- Responding to enquiries on all social media
platforms and live chat from customers
- Professionally responding to customer
inquiries
- Identifying, escalating priority issues and
reporting to high-level management.
- Following up on complicated customer interactions
where required.
- Recording details of customer interactions
(proficiently and accurately)
- Develop a rapport with customers, with an upbeat
and positive attitude
- Offer solutions
KEY COMPETENCIES
- Call centre or customer service experience
- Excellent and professional verbal and written
communication skills
- Excellent listening skills and an empathetic voice
and manner
- Ability to organize, problem-solve, multitask and
prioritize
- Excellent computer experience Excel, Call Centre
system, CRM preferred but not essential
- Basic knowledge of computer software and office
systems
- Familiarity with all of the goods and services
offered by the company
CULTURAL COMPATIBILITY
- Positive attitude and strong interpersonal skills
- Flexible in working hours and approach
- Big Hearted
- Absolute Authenticity
- Passionate
- Collaboration
- Boundary Pushing
- Treat everyone with trust and respect
- Work as one team to deliver seamless products and
services
- Able to multitask while setting priorities
- Adjust and adapt to unique customer types
- Passion for learning and have fun at work!
EDUCATION, EXPERIENCE AND
KNOWLEDGE
The minimum requirements
for this job are:
- High School diploma
- Minimum of 2 years’ experience in a Call Centre
- Computer literacy
- Must have good customer service skills – listening
and problem-solving
- Ability to type 30 plus words per minute
- Strong verbal and written communication
Degree qualifications
- Foundation Degree
Role overview
FUNCTION
Sales & Customer Service
INDUSTRY
Retail, Fashion & FMCG
YEARS
OF EXPERIENCE
2-5 years
LOCATION
Nairobi
MUST-HAVE SKILLS
- Critical Thinking
- Decision-Making
- Problem Solving
- Reasoning Skills
- Scripting
About AutoXpress Ltd
AutoXpress is an East
African, market leading importer, distributor and retailer of tyres, auto parts
and accessories offering an extensive range of repair and maintenance services
through a well-established network of 50+ outlets across Kenya, Tanzania,
Rwanda and Uganda.
How To Apply