Call Centre Agent Job in Nairobi Kenya

Reports To: Service Delivery Manager

Job Objective:

The purpose of this role is to field and log technical customer calls and e-mails; provide first line support, troubleshoot problems and advise on the appropriate action, or otherwise escalate issues to next level support.

Essential Functions

Manage support calls/e-mails, and escalate to the relevant teamOpen, track and close trouble tickets; maintain status updates and requests with the Customer.Engage various troubleshooting methods to fix a problem, logging the calls into a service desk system.Periodically call up customers post incident resolution to ensure their satisfaction and provide any additional service if required.Perform additional diagnostic duties with the customerProvide fault analysis and prepare reportsExcellent troubleshooting and critical thinking skills?Effective communication skills both oral and writtenEffective analytical and problem-solving skillsGood ethical conductAbility to work in multi-cultural and multi-lingual environmentsAbility to work flexible shifts that include evenings and weekendsCurrent college student with coursework in any of the following disciplines: - Computer Science, Telecommunications, Electrical or Electronic engineering or related technical disciplinesAt least one years’ experience working with computer technology in a business or institutional environmentComputer Literacy in MS Office is essentialProfessional CommunicationInterpersonal SkillsProblem SolvingDecision makingAnalytical SkillsGoal oriented, learning skillsAssertive, pro-active and initiativeTeam oriented, adaptabilityStress tolerance, perseveranceTactful, attention to detail, problem-solvingGoal oriented, flexibleTask execution, planning and organizingIndependentThe position will be based in Nairobi
Must be prepared to work long hours and weekends
Must be willing to assume varying responsibilities as delegated from time to time.

If interested, kindly send your CV to recruitkenya@kimberly-ryan.net,with the job title as the subject matter