MC Inbound Customer Service Representative Jobs in Kenya

MC Inbound Customer Service Representative Jobs in Kenya

Reporting to:

Team Leader

Position Summary:-

The Customer Support Representative is required to understand and resolve customer’s queries on product, service and account problems in a courteous and professional way in order to ensure customers’ satisfaction and thereby meeting the service levels.

Key competencies and attributes:

1- 2 Years experience in a Call Center is a pre requisite

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 infor

Duties and Responsibilities:-

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

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 on CRM.

Record and follow up on general queries and complaints

Conduct a predetermined number of CSAT surveys
Handle complaints in a polite and professional manner.

Understand and adhere to the escalation process.

Research required information using available resources.

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

Knowledge and skills:

Tertiary education; holders of Bachelor’s degree will have an added advantage.

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

Proficient in MS Office Suite.

Previous experience in a technical background will be an added advantage

Must possess a Valid Certificate of Good Conduct

How to Apply

Interested and Qualified candidates should send their resume to kenyaoperations@gmail.com clearly indicating the position on the subject line

All applications should reach us by 31st January 2019

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