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.