Contact Center Customer Service Representative Job in Kenya

Job Vacancy: Customer Service Representative

Reporting to: Team Leader

Position Summary:- The Customer Service 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 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 in their resumes to clearly indicating the position in the subject line

Sales and Marketing
Updated: June 20, 2018 — 6:05 am