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

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