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Wednesday, March 1, 2017
Customer Service Representative Job in Kenya
Customer Service Representative
Reporting to: Team Leader
Position Summary:– The Customer Support Representative is required to understand and resolve customer’s queries on product, service and account problems in a courteous and professional way in order to ensure customers’ satisfaction and thereby meetin the service levels.
Key competencies and attributes:
1- 2 Years experience in a Call Center is a pre requisite
Excellent telephone etiquette
Great communication skills
Outstanding customer service skills
Should be customer service oriented with a focus on meeting the needs of the customer first
Must be a computer literate with exceptional computer skills
Good problem solving skills with ability to handle complaints in a polite; empathetic and professional manner
Great listening and influencing skills
Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
Maintains a positive attitude and enthusiasm when faced with routine work
Dynamic and energized individual.
Ability to multi task
Maintains high levels of integrity and confidentiality of client information.
Must be a critical thinker
Duties and Responsibilities:-
Attract potential customers by answering product or service questions, and suggesting information about other products and services.
Receive incoming calls and provide general and technical support to customers on all products
Maintain customer experience levels within the stipulated quality standards.
Quickly understand the customer’s needs and providing the best resoultion.
Conduct Happy Calls and Customer Satisfaction Survey calls
Collect, confirm and update client information on CRM.
Record and follow up on general queries and complaints
Conduct a predetermined number of CSAT surveys
Handle complaints in a polite and professional manner.
Understand and adhere to the escalation process.
Research required information using available resources.
Handle online customer support if required (Emails, chat, blogs etc.)
Knowledge and skills:
Tertiary education; holders of Bachelor’s degree will have an added advantage.
Fluent in the English and Swahili Language (neutral and clear accent)
Proficient in MS Office Suite.
Previous experience in a technical background will be an added advantage
Must possess a Valid Certificate of Good Conduct
Interested and qualified candidates should send their resumes to firstname.lastname@example.org clearly indicating the position on the subject line. All applications should reach us by 2oth March 2017