French Speaking Customer Support Representative Job in Kenya

Job Title: French Speaking – Customer Support Representative

Position Summary:- The Customer Support Representative is required to provide exceptional customer experience through handling
inbound, outbound calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.

Duties and Responsibilities:-

  • 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 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.
  • Must be Fluent in French Language
  • Fluent in the English Language (neutral and clear accent)
  • Proficient in MS Office Suite.
  • Previous experience in a call center is Mandatory
  • Knowledge of any of the following products would be an advantage: – Hand held phones; Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging.
  • Knowledge in Amharic or Arabic is an added advantage.
  • 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.
  • Ability to multi task
  • Maintains high levels of integrity and confidentiality of client information.
  • Excellent telephone etiquette
  • Excellent communication skills
  • Excellent customer service skills

Interested and qualified candidates should send their resumes to clearly indicating the position on the subject line.

All applications should reach us by Tuesday 23rd January 2018

Business Administration, Sales and Marketing
Updated: January 18, 2018 — 10:01 am