Customer Service Agent Vacancies in Kenya

Customer Service Agent Vacancies in Kenya

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities

Manage large amounts of incoming calls/emails/chats/social media queries

Identify and assess customers’ needs to achieve satisfaction and first hand resolution
Build sustainable relationships and trust with customer through open and interactive communication

Provide accurate, valid and complete information by using the operational tools

Handle customer complaints, provide appropriate solutions and alternatives within the time limits and department KPI’s; follow up to ensure resolution; follow up with the customer to provide resolution feedback

Keep records of customer interactions, process customer accounts and file documents in CRM system

Follow department communication procedures, guidelines and policies

Take the extra mile to engage customers and is familiar with customer care WOW approach

Actively participate in team meetings and shift briefings and provides valuable customer feedback to line managers

Identifies current issues and ongoing problems that needs to be addressed, communicates the same to the line manager

Requirements

Proven customer support experience or experience as a client service representative in large organizations handling high customer traffic. Minimum experience of 1 year is required.

Track record of

over-achieving quota

Strong phone contact handling skills, written communication and active listening
Familiarity with CRM systems and practices

Must be organized and able to handle large number of customer care inquires

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Must be conversant with composing emails and Outlook interface

Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed

Proactively analyze and clearly communicate issues and suggested solutions to management

Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies

Ability to make the right decisions for the business

How to Apply

Interested candidates to apply to jobs@betin.co.ke quoting the position as the subject by Friday 1st March 2019

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