Customer Care Job in Kenya

Customer

Care Professional
As the first line customer liaison, the primary role is to:-

To enroll and create awareness of the services offered
 

To

increase customer retention 
 

To

increase the average number of leads through selling
 

To

handle customers enquiries promptly, efficiently and professionally
 

To

fulfill the call centre’s expectations and meet the set service and sales

target

Skills and Key Competencies:

• Intermediate
  
  IT skills


• Demonstrate
  
  good typing skills


• Posses
  
  excellent communication skills – verbal and written


• Have
  
  a service oriented mindset with a high degree of maturity


• Ability
  
  to remain calm while handling stressful situations


• Has
  
  to be organized and meticulous in carrying out duties


• Must
  
  maintain a high level of integrity and observe confidentiality of client
  
  data.


• Must
  
  be a team player with pleasant disposition


• Should
  
  always be well presented and tactful


• Ability
  
  to multi-task



• Must
  
  be an extrovert and confident

Duties and Responsibilities:

• Handle
  
  calls within pre-determined service guidelines.


• Maintain
  
  customer experience levels within the quality standards stipulated.


• Processes
  
  orders accurately and efficiently.


• Adheres
  
  to client guidelines on escalating sensitive feedback/concerns pertaining
  
  the customer concerns


• Handle
  
  objections by building rapport with customers.


• Record
  
  customer information and feedback on the CRM.


• Adheres
  
  to Data Protection policy with regards to confidentiality of customer
  
  details.


• Handle
  
  complaints in a polite and professional manner.


• Patiently
  
  listens and responds to customer queries.


• Understands
  
  and adheres to the escalation process.


• Ensures
  
  meets the account Key Performance Indicators as specified.

Qualifications and Experience:

• Call
  
  Center Experience is a plus 


• Experience
  
  in the technical industry will provide an added advantage


• Minimum
  
  of 1 year experience in client relationship/customer service


• Minimum
  
  of 1 year sales experience


• Tertiary
  
  education (degree or diploma) from a recognised institution


• Business
  
  related course is an added advantage


• Certificate
  
  of Good Conduct is mandatory

Qualified and interested candidates should send their resumes to

hroperations.recruitment@gmail.com clearly stating the position on the Subject

Line.

All

applications should reach us by 1st of April 2016.