Betin Customer Service Training Executive Job in Nairobi, Kenya


Quality Assurance Department

Position: Customer Service Training Executive

Location: Nairobi

Probation period: 6 months

Salary: Competitive


  • Evaluate quality assurance of customer care teams and individual agents
  • Organize training for existing customer care team and new employees joining customer service and quality assurance department
  • Monitor their progress after the training and assimilation of new employees to the team
  • Responsible for organizing efficient PIP programs when necessary
  • Conducts meetings with customer care team leaders and provides updates with regards to straight and weaknesses of their teams
  • Responsible for development of efficient and effective training session
  • Analyze the quality performance of the existing team, recognizes strength and weaknesses of agents and works closely with team leaders to improve the agent performance
  • Responsible for increasing customer service quality and customer service satisfaction
  • Work closely with team leaders and agents individually to develop agents’ skills and behaviours to offer exceptional customer care
  • Empowers agents to provide effective solutions to customer facing problems, when they arise
  • Develops ideas and areas of improvement with regards to training sessions
  • Responsible for development of procedures and effective work plans aiming for increasing customer service quality and customer service satisfaction
  • Conducts training for team leaders and quality assurance agents when necessary
  • Ensures that quality of customer care and customer satisfaction practices as defined by the business are effective across entire department and all parties involved in QA process are following the same principles and evaluation standards
  • Any other duty that may arise, this may include conducting
  • Reports directly to Quality assurance team leader

Knowledge, Skill Set & Qualifications Required

  • Excellent people skills and ability to work with large group of team members, 100+
  • Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Interested candidates to apply to: quoting the position as the subject by Monday 11th March 2019

Sales and Marketing
Updated: March 8, 2019 — 1:50 am