Contact Center Customer Care Professional Job in Kenya

Customer Care Professional
As the first line customer liaison, the primary role is to:-

To enroll and create awareness of the services offered

To increase customer retention
To increase the average number of leads through selling
To handle customers enquiries promptly, efficiently and professionally
To fulfill the call centre’s expectations and meet the set service and sales target

Skills and Key Competencies:

  • Intermediate IT skills
  • Demonstrate good typing skills
  • Posses excellent communication skills – verbal and written
  • Have a service oriented mindset with a high degree of maturity
  • Ability to remain calm while handling stressful situations
  • Has to be organized and meticulous in carrying out duties
  • Must maintain a high level of integrity and observe confidentiality of client data.
  • Must be a team player with pleasant disposition
  • Should always be well presented and tactful
  • Ability to multi-task
  • Must be an extrovert and confident
Duties and Responsibilities:
  • Handle calls within pre-determined service guidelines.
  • Maintain customer experience levels within the quality standards stipulated.
  • Processes orders accurately and efficiently.
  • Adheres to client guidelines on escalating sensitive feedback/concerns pertaining the customer concerns
  • Handle objections by building rapport with customers.
  • Record customer information and feedback on the CRM.
  • Adheres to Data Protection policy with regards to confidentiality of customer details.
  • Handle complaints in a polite and professional manner.
  • Patiently listens and responds to customer queries.
  • Understands and adheres to the escalation process.
  • Ensures meets the account Key Performance Indicators as specified.
Qualifications and Experience:
  • Call Center Experience is a plus 
  • Experience in the technical industry will provide an added advantage
  • Minimum of 1 year experience in client relationship/customer service
  • Minimum of 1 year sales experience
  • Tertiary education (degree or diploma) from a recognised institution
  • Business related course is an added advantage
  • Certificate of Good Conduct is mandatory
Qualified and interested candidates should send their resumes to clearly stating the position on the Subject Line.
All applications should reach us by 1st of April 2016.

Other Jobs in Kenya