CarePay Customer Support Agent (Frontline) Jobs in Kenya

CarePay Customer Support Agent (Frontline) Jobs in Kenya

Main Purpose of the Job

Confidently and knowledgeably provide the full suite of Carepay customer service offerings (e.g. call inquiries, frontline and backline customer support etc) to all parties contacting Carepay via the customer service hotline, social media and other contact modes.

Providing an efficient and professional service to Carepay customers through prompt, courteous and accurate responses to Customer’s enquiries. Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care. Maintaining all service standards laid down by Carepay.

Duties and Responsibilities:

Call Related Duties/ Customer Service Duties

Receive all incoming phone calls to the office and transfer them to staff appropriately. Make outgoing callsfor staff when required.

Call out and update customer on issues that have been escalated promptly and on time.

Carrying out Net Promoter surveys and providing feedback to stakeholder on a regular basis.

Handle member education communication for all ad hoc requests and identify schemes that are
repetitive.

Respond to customers consistently and confidently by providing accurate information in all areas.

Enhance service experience in Carepay by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands.

Provide on call and online support to customers on time and keep all stakeholders updated on the progress.

Liaise with the platform and operational teams to further resolve escalated issues within the setturnaround times.

Keep updated on the knowledge base of frequently asked questions and troubleshooting tips document.

Assist in conducting customer surveys via the various interaction channels.

Respond to digital media support via various channels.

Seize opportunities to build customer rapport and product knowledge.

Any other tasks as assigned by Customer Service Administrator/CEM

Educational Qualifications, Knowledge & Key Skills and Competencies:

Typing skills (at least 30wpm preferable)

Telephone skills (excellent)

Conflict resolution skills (excellent)

Technical skills (Telephone and Order Booking systems preferable)

Communication skills – spoken and written (excellent)

Negotiation and interpersonal skills (excellent)

Sound customer relationship experience

Strong understanding of customer service and operations

Mental Alertness

Assertiveness

Previous experience in call centres

Competencies:

‍Analysis:

Breaks down a problem, situation or process into its component parts, separates the main issues form side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

‍Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time efficiently and

use efficient work methods and tools.

‍Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Knowledgeable about Carepay services, complies with the intent of Carepay Policies, procedures and agreements.

‍

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.Builds customer confidence that needs will be promptly met by clearly and confidently stating next steps based on clarified and confirmed exact nature of customers’ problems or requests. Creates customer delight with each customer interaction by aiming to exceed customers’ expectations.

Teamwork:

Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her learning.

Competency segment ‘Personal’

Accountability:

Acts responsibly and can be counted on to keep commitments. Complies with the intent ofpolicies, procedures, and agreement. Builds others’ trust in own professionalism, integrity, expertise and ability to get results. Is informed on current customer satisfaction with pick-up and delivery/customer service/billing and takes action to improve performance to provide an even better customer experience. Acts in a responsive manner towards customer requests.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when, needed, to clarify information. Conveys a courteous, honest, helpful, caring and professional demeanor with customers.

Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations.Maintains effective performance under pressure. Stays positive. “Can do” attitude: Whenever possible takescustomer requests to resolution or ensures is passed on properly to contact that can.

Expected Requirements:

University degree / Higher Diploma

1 year in Operations or Customer service experience (experience within a customer relations environment)

How to Apply

For more information and job application details, see; CarePay Customer Support Agent (Frontline) Jobs in Kenya

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