Customer Service Urgent Job Vacancy in Kenya

Vacancy: Customer Service

Roles and Responsibilities

• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)


• Work within agreed service levels, striving to exceed customer expectations wherever possible.


• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic.


• Take ownership of queries and proactively follow through to resolution.


• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager.


• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.


• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations.


• Maintain professional working relationship with internal and external customers, customer service management and colleagues.


• Perform quality assurance on work processed.


• Report workload statistics as required.


• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.


• Provide flexible support for team members and other teams and foster a positive and a motivating environment.


• Demonstrate a positive and flexible approach to changing business priorities.


• Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.


• Identify and escalate recurring or consistent problems with systems functionality.


• Understand priorities, products and services and have a good grasp of how the company is run.

Skills & Qualification Requirements

• Set high performance standards and pursue agreed goals.


• Strive for constant improvements and take responsibility for achieving business results and persevere despite obstacles.


• Diagnose problems and thoroughly analyze information to guide decision making.


• Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.


• Report problems to management with suggestions for resolutions.


• BA In Administration.


• A minimum of 3years in office administration and call centre duties is preferable.


• Team Player, Self-motivated, result-oriented and highly independent.

NB: Knowledge in sports and sports betting would be an added advantage. (Knowledge and demonstrated interest) Preferably a Lady.

Application Process

Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to recruitmentmaggie@gmail.com before end of day 19th May 2016.

Only short listed candidates will be contacted.