Contact Center Customer Care Representative Job in Kenya

May 31, 2017

Job Profile: Customer Care Representative
 
Reporting to: Team Leader
 
Position Summary:- The Customer Care Executive will provide great customer experience by showing empathy, creating rapport and building trust through contact with the customers by answering incoming calls / SMS to: answer inquiries and questions, handle complaints, troubleshoot problems and provide information, solutions and advice.
 
Key competencies and attributes:
  • Experience in a Call Center will be an added advantage
  • 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
Responsibilities:-
  • Provide customers with product and service information by clearly explaining procedure, answering questions and providing information
  • Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures
  • 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 via and/or SMS
  • 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 to standard operating procedures
  • Record and follow up on general queries and complaints
  • Conduct a predetermined number of CSAT surveys
  • Handle complaints in a polite and professional manner by managing and resolving customer complaints
  • 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:
  • Diploma or tertiary education in any business related field.
  • Previous customer service experience will be an added advantage
  • Experience in a call center will provide an added advantage
  • Fluent in the English and Swahili Language proficiency (neutral and clear accent)
  • Proficient in MS Office Suite.
  • Successful Candidates MUST be willing to work in a shift pattern assignment within a 24 hour operational environment.
  • Must possess a Valid Certificate of Good Conduct
Qualified and interested candidates should send their resumes to recruitmentpersonnel2017@gmail.com clearly indicating the position on the subject line. 

All applications should reach us by 16th June 2017




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