Customer Care

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  Handle customer inquiries via telephone and/or Email.

  
  
  
  


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  Update customer information in the customer service database during and after each call.

  
  
  
  


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  Manage and resolve customer complaints.

  
  
  
  


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  Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.

  
  
  
  


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  Identify and escalate priority issues and where necessary, follow up customer concerns.

  
  
  
  


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  Document all customer interaction information according to standard operating procedures.

  
  
  
  


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  Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

  
  
  
  


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  Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.

  
  
  
  


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  Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.

  
  
  
  

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  Actively assist sales agents in acquiring new customers.

  
  
  
  


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  Cross Functional Roles

  
  
  
  


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  Receive and communicate any feedback from the customer that impacts the organization.

  
  
  
  


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  Surveys assigned from time to time.

  
  
  
  


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  Any other duties assigned from time to time.

  
  
  
  

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  Degree OR Diploma in any business-related field.

  
  
  
  


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  Fluent in English and Kiswahili languages.

  
  
  
  


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  English and Kiswahili (Written and spoken)

  
  
  
  


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  Proven customer support experience or experience as a Telesales representative.

  
  
  
  


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  Proficient in Office and CRM applications.

  
  
  
  


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  Strong phone contact handling and active listening skills.

  
  
  
  


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  Someone who has great service attitude and passion towards customer satisfaction.

  
  
  
  


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  Ability to work in shifts.

  
  
  
  


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  Maintains communication equipment in working order, reporting problems promptly and effectively.

  
  
  
  


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  Customer orientation and ability to adapt and respond to different types of people.

  
  
  
  


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  Demonstrate ability to handle pressure and perform duties well to completion.

  
  
  
  


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

  
  
  
  


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  Demonstrate ability to be a team player, working to achieve own and team targets. ·

  
  
  
  


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  Previous Call Center experience will be an added advantage