The successful jobholder will be required to:

• Manage large amounts of inbound and outbound calls in a timely manner.
  
• Route calls to appropriate resources.
  
• Provide product and service information to customers.
  
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
  
• Seize opportunities to upsell products when they arise.
  
• Build sustainable relationships and engage customers by taking the extra mile.
  
• Keep records of all conversations in our call center database in a comprehensible way.
  
• Follow up customer calls where necessary.
  
• Complete call logs and reports.
  
• Enter new customer information into system and update existing customer information in the system.
  
• Management and resolve customer complaints.
  
• Determines eligibility by comparing client information to requirements.
  
• Identify and escalate priority issues.
  
• Other duties as assigned.

Requirements

Job Requirements

• Diploma/Degree in  Business/Client Service/Customer Service/Marketing.
  
• KCSE mean grade of C+ or above.
  
• 1 year relevant work experience in a call centre/ customer service focussed role will be an added advantage.
  
• Possess Knowledge and skills on MS EXCEL and Google Sheets.
  
• Willing to work on weekends.
  

Job Skills, Knowledge & Abilities

• Strong interpersonal and communication skills that allow you to inform, help and advice customers clearly and to liaise effectively with other professionals.
  
• Problem-solving skills.
  
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
  
• Motivational skills and an ability to supervise and lead a team of customer service assistants.
  
• Creative thinking, to be able to come up with new ideas to improve customer service standards
  
• Organisational and planning skills to develop customer service policies.
  
• Good personal presentation, especially when working with customers face-to-face.
  
• A commitment to improve your own customer service skills on an ongoing basis.
  

• Excellent writing, verbal & presentation skills.
  
• Ability to do analysis, research and tabulate data.
  
• Hardworking with a strong work ethic.
  
• A person with high attention to detail.
  
• Proactive, Entrepreneurial and ability to deliver exceptional results.
  

Your application should include the following:

• 2 Referees
  
• MBTI Personality (you can visit | http://www.humanmetrics.com/cgi-win/jtypes2.asp | answer the 64 Questions and ‘Score it’ to get your four letter MBTI Personality )