Customer Service Representative Job in Kenya

Job Vacancy: Customer

Service Representative
 

Reporting to: Team Leader

Position Summary:-The Customer Care Executive will provide great

customer experience by showing empathy, creating  rapport and building

trust through contact with the customers by answering incoming calls / SMS to:

answer inquiries and questions, handle complaints, troubleshoot problems and

provide information, solutions and advice.

Key competencies and attributes:

·                    
Experience

in a Call Center will be an added advantage

·                    
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

·                    
Provide

customers with product and service information by clearly explaining procedure,

answering questions and providing information

·                    
Maintain

and improve quality results by adhering to standards and guidelines and

recommending improved procedures

·                    
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 via and/or SMS

·                    
Maintain

customer experience levels within the stipulated quality standards.

·                    
Quickly

understand the customer’s needs and providing the best resoultion.

·                    
Conduct

Happy Calls and Customer Satisfaction Survey calls

·                    
Collect,

confirm and update client information to standard operating procedures

·                    
Record

and follow up on general queries and complaints

·                    
Conduct

a predetermined number of CSAT surveys

·                    
Handle

complaints in a polite and professional manner by managing and resolving

customer complaints

·                    
Understand

and adhere to the escalation process.

·                    
Research

required information using available resources.

·                    
Handle

online customer support if required (Emails, chat, blogs etc.)

Essential Responsibilities

·                    
Updates

self on job knowledge by studying and understanding new product descriptions

and / or new service processes

·                    
Recommend

process improvements for process excellence

·                    
Recognize,

document and alert the Team leader of trend in customer calls

·                    
Maintain

communication equipment in working order and reporting problems promptly

·                    
Degree

or Diploma in any business related field.

·                    
Fluent

in the English and Swahili Language proficiency (neutral and clear accent)

·                    
Proficient

in MS Office Suite.

·                    
Successful

Candidates MUST be willing to work in a shift pattern assignment within a 24

hour operational environment.

·                    
Must

possess a Valid Certificate of Good Conduct

Interested and qualified candidates to send

in their resumes tohroperations.recruitment@gmail.com clearly indicating

the position on the subject line

All applications should reach us by 13th

October 2017