Job Description

Customer Service Agent Job Vacancy in Kenya 2019

Career Employment Customer Service Agent Nairobi Kenya Feb 2019 

Customer Service Agent

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities:

• Manage large amounts of incoming calls/emails/chats/social media queries


• Identify and assess customers’ needs to achieve satisfaction and first hand resolution


• Build sustainable relationships and trust with customer through open and interactive communication


• Provide accurate, valid and complete information by using the operational tools


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and department KPI’s; follow up to ensure resolution; follow up with the customer to provide resolution feedback


• Keep records of customer interactions, process customer accounts and file documents in CRM system


• Follow department communication procedures, guidelines and policies


• Take the extra mile to engage customers and is familiar with customer care WOW approach


• Actively participate in team meetings and shift briefings and provides valuable customer feedback to line managers


• Identifies current issues and ongoing problems that needs to be addressed, communicates the same to the line manager

Knowledge, Skill Set & Qualifications Required

• Proven customer support experience or experience as a client service representative in large organizations handling high customer traffic. Minimum experience of 1 year is required.


• Track record of over-achieving quota


• Strong phone contact handling skills, written communication and active listening


• Familiarity with CRM systems and practices


• Must be organized and able to handle large number of customer care inquires


• Customer orientation and ability to adapt/respond to different types of characters


• Excellent communication and presentation skills


• Ability to multi-task, prioritize, and manage time effectively


• Must be conversant with composing emails and Outlook interface


• Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed


• Proactively analyze and clearly communicate issues and suggested solutions to management


• Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies


• Ability to make the right decisions for the business

Interested candidates to apply to jobs@betin.co.ke quoting the position as the subject by Friday 1st March 2019

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