Responsibilities:-

• Ensure 90% of inbound calls offered are serviced efficiently and on time.


• Meet Service Level Agreement: Measure calls answered within 30 Secs VS calls offered 80%.-


• Ensure customer satisfaction through call quality and solving of cases as per assigned targets.


• Conduct Onboarding calls for one-week Old customers – at least 90% of these customers should be contacted.


• Ensure on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise, SMS Delivery down time, Payments not reflecting, network issues etc to the respective teams.


• Create customer Care Cases for all the Inbound Calls served.


• Support sales drive through the call center via outbound and CRC campaign where applicable.


• Escalation of Post Warranty queries & full disclosure to the customer on the terms for post warranty 100%


• 100 % handling of escalations from transversal teams and queries from the text line (20044).


• Conduct NPS/CSI and other surveys as directed.


• Complete assigned tasks in line with applicable policies, guidelines, processes, and procedures.


• Seek opportunities to learn and develop within Engie Energy Access Kenya and through training.


• Support sales drive through the call center via outbound and CRC campaign by 10% contribution to sales targets

Knowledge And Skills

• Basic knowledge on Excel spread sheets and data entry skills


• Minimum experience of one year in customer service in a call centre environment and/or in a high call volume environment with Strong phone contact handling skills and active listening


• Experience assisting customers/clients with escalated issues


• Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making


• Excellent communications skills both written and verbal


• Detail oriented and well-organized


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


• High level of self-motivation


• Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times


• Open to work in a flexible and creative work environment with fast-evolving operations


• Positive attitude is a must for this role

Qualifications:

• 1-2 years experience in Customer Care


• Bachelor's Degree or higher diploma business related preferably