Customer Service Representative Job in Kenya

Vacancy: Customer Service Representative

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

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 to food safety


• Handle objections by building rapport with customers. 


• Record customer information; orders 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.

Key competencies and attributes: 

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


• Remains calm when faced with difficult or angry customers. 


• Initiative to update self on new and current products and/or services and promotions 


• Ability to handle busy periods by managing one’s stress levels. 


• Maintains a positive attitude and enthusiasm when faced with routine work

Education and experience: 

• Past experience in a customer service environment is Mandatory 


• Previous experience in a Call Center is an added advantage 


• A Diploma from a recognized tertiary institution, however Bachelor’s degree holders will have an added advantage 


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


• Good knowledge of Kiswahili (where applicable) 


• Good typing and IT literacy skills

Interested and qualified candidates to send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the subject line and all applications should reach us by 6th May 2016.