Customer Support Representative (French Speaker) Job in Kenya

Position: Customer Support Representative – French Speaker
 

Position Summary:- The Customer Support Representative is required to provide exceptional customer experience through handling inbound, outbound calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.

Duties and Responsibilities:-

• Receive incoming calls and provide general and technical support to customers


• Maintain customer experience levels within the stipulated quality standards.


• Conduct Happy Call 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; Minimum diploma holders, holders of Bachelor’s degree will have an added advantage.


• Fluent in the English Language (neutral and clear accent)


• Fluent in Swahili language


• Proficient in MS Office Suite.


• General Knowledge and interest in any of the following products Hand held phones; Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging is required.


• Must possess a Valid Certificate of Good Conduct

Key Competencies and Attributes:

• Ability to handle complaints in a polite; empathetic and professional manner


• 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.


• Excellent telephone etiquette


• Excellent communication skills


• Excellent customer service skills

Interested and Qualified candidates should send their resumes to kenyaoperations@gmail.com clearly indicating the position on the subject line.