Customer Service / Call Centre Agents Jobs in Kenya

Job Title: Customer Service / Call Centre Agents
Key Responsibilities
·         Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
·         Work within agreed service levels, striving to exceed customer expectations wherever possible.
·         Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic.
·         Take ownership of queries and proactively follow through to resolution.
·         Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager.
·         Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
·         Maintain professional working relationship with internal and external customers, customer service management and colleagues.
·         Perform quality assurance on work processed.
·         Report workload statistics as required.
·         Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
·         Provide flexible support for team members and other teams and foster a positive and a motivating environment.

·         Demonstrate a positive and flexible approach to changing business priorities.
·         Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
·         Identify and escalate recurring or consistent problems with systems functionality.
·         Understand priorities, products and services and have a good grasp of how the company is run.
Requirements
·         Proven customer service skills preferably in a call center environment.
·         Proven Experience customer service role.
·         Good knowledge of relevant computer programs and telephone systems.
·         Ability to learn about products and services.
·         Excellent knowledge of English and Swahili.
·         Must possess excellent verbal and written communication skills.
·         Can work in shift.
Application Process
Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to hr@roamtech.com  before end of day 18th November 2016.
Only shortlisted candidates will be contacted.

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