Customer Support Representative – Remote Management Job in Kenya

Position: Customer Support Representative – Remote Management 
Position Summary:- The Customer Support Representative is required to provide exceptional customer experience through handling inbound, outbound calls in a highly professional manner, whilst meeting Key Performance Indicators and thereby Service Levels. 
Duties and Responsibilities:- 
  • Troubleshoot and do fault diagnosis of Hand Held Products using Remote Management. 
  • Receive incoming calls and provide general and technical support to customers on products. 
  • Maintain customer experience levels within the stipulated quality standards. 
  • Conduct Happy Calls and Check Calls. 
  • Collect, confirm and update client information on CRM. 
  • Record and follow up on general queries and complaints 
  • 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 (Chat, etc.).
Knowledge and skills:
  •  2 Years experience in an electronic backgroung is Mandatory 
  • Good knowledge of Hand Held Products (HHP) and App Settings. 
  • Good knowledge of PC/LAN, Ms Windows, ICT security and viral protection Systems, Ms Window’s network administration. 
  • Ability to troubleshoot and do fault diagnosis of Hand Held Products. 
  • Systems hardware and software maintenance. 
  • Database management. 
  • Good knowledge of Google play store and its products. 
  • Good knowledge and understanding of Hand Held Products Hardware and software. 
  • Tertiary education; Prefarably Diploma/Bachelor’s degree in Electrical and Electronics Engineering or related field. 
  • Fluency in the English Language (neutral and clear accent). 
  • Knowledge of French, Amharic or Arabic is an added advantage. 
  • Proficiency in MS Office Suite.
Knowledge of any of the following products would be an advantage: – Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging. 
Must possess a Valid Certificate of Good Conduct.

Key competencies and attributes:
  • Ability to handle complaints in a polite; empathetic and professional manner. 
  • 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 with ability to multitask. 
  • Maintains high levels of integrity and confidentiality of client information. 
  • Excellent telephone etiquette and customer service skills. 
  • Excellent communication & Typing skills.
Interested and qualified candidates should send their applications to clearly indicating the position on the subject line. 
All applications should reach us by 20th May 2016

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