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Kenya Vacancy: Customer Service / Call Centre Agent

Kenya Vacancy: Customer Service / Call Centre Agent

Posted: Nov 15, 2016

Employment as Customer Service / Call Centre Agent

Job Title: Customer Service / Call Centre Agents

Close Date: 18-11-2016

Key Responsibilities of Customer Service / Call Centre Agents

  • 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.

Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to [email protected]  before end of day 18th November 2016. Only shortlisted candidates will be contacted.

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