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 advantageExcellent telephone etiquetteGreat communication skillsOutstanding customer service skillsShould be customer service oriented with a focus on meeting the needs of the customer firstMust be a computer literate with exceptional computer skillsGood problem solving skills with ability to handle complaints in a polite; empathetic and professional mannerGreat listening and influencing skillsAbility to use a positive, constructive, and solution-focused approach whenever conflict arisesMaintains a positive attitude and enthusiasm when faced with routine workDynamic and energized individual.Ability to multi taskMaintains high levels of integrity and confidentiality of client information.Must be a critical thinker
Care Responsibilities:-
Provide customers with product and service information by clearly explaining procedure, answering questions and providing informationMaintain and improve quality results by adhering to standards and guidelines and recommending improved proceduresAttract 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 SMSMaintain 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 callsCollect, confirm and update client information to standard operating proceduresRecord and follow up on general queries and complaintsConduct a predetermined number of CSAT surveysHandle complaints in a polite and professional manner by managing and resolving customer complaintsUnderstand 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 processesRecommend process improvements for process excellenceRecognize, document and alert the Team leader of trend in customer callsMaintain communication equipment in working order and reporting problems promptly
Knowledge and skills:
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 to hroperations.recruitment@gmail.com clearly indicating the position on the subject line
All applications should reach us by 13th October 2017