Customer Service Representative Job in Kenya

Job

Profile: Customer Service Representative 

Position

Summary:-The Customer Support Representative is required to understand

and resolve customer’s queries on product, service and account problems in a

courteous and professional way in order to ensure customers’ satisfaction and

thereby meetin the service levels. 

Key

competencies and attributes: 

• 1-
  
  2 Years experience in a Call Center is Mandatory 


• Excellent
  
  telephone etiquette 


• Great
  
  communication skills 


• Outstanding
  
  customer service skills 


• Should
  
  be customer service oriented with a focus on meeting the needs of the
  
  customer first 


• Must
  
  be a computer literate with exceptional computer skills 


• Good
  
  problem solving skills with ability to handle complaints in a polite;
  
  empathetic and professional manner 


• Great
  
  listening and influencing skills 



• 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. 


• Must
  
  be a critical thinker 

Duties

and Responsibilities:- 

• Attract
  
  potential customers by answering product or service questions, and
  
  suggesting information about other products and services. 


• Receive
  
  incoming calls and provide general and technical support to customers on
  
  all products 


• Maintain
  
  customer experience levels within the stipulated quality standards. 


• Quickly
  
  understand the customer’s needs and providing the best resolution.


• Conduct
  
  Happy Calls 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.)

• Tertiary
  
  education; holders of Bachelor’s degree will have an added
  
  advantage. 


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


• Proficient
  
  in MS Office Suite.


• Previous
  
  experience in a technical background will be an added advantage 


• Must
  
  possess a Valid Certificate of Good Conduct

Interested

and qualified candidates to send in their resumes to

recruitment@horizoncontactcenters.com clearly indicating the position on the

subject line, all applications should reach us by 27th May 2016