Customer Service Representative Job in Kenya

Customer Service Representative

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 meetin 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 information.
  • Must be a critical thinker

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

Interested and qualified candidates should send their resumes to clearly indicating the position on the subject line. All applications should reach us by 2oth March 2017

HR and Administration, Business Administration
Updated: March 1, 2017 — 12:53 pm