Africa Internet Group Customer Service Agents 2015

Africa Internet Group Customer Service Agents 2015
March 17, 2015 Job Description
Africa Internet Group is Africa’s leading internet firm, with already over 3,000 employees in over 20 African countries and huge successes such as Jumia.com, Kaymu.com, Hellofood.com, Lamudi.com, Easy Taxi, Carmudi.com and Jovago.com.
It is led by top talented leaders offering a great mix of local and international talent and is backed by MTN, Millicom and Rocket Internet.
We are seeking a suitably qualified Customer Service Agents to be based in Nairobi Kenya.Who we are: Jovago is a hotel booking website launched across Africa allowing guests to search for and book rooms across the continent. We are part of the Africa Internet Holding group of companies (sister company to Jumia, Hellofood and Lamudi)
Customer Service Agent Position: Are you ambitious and looking to work in a dynamic start-up environment? Don’t miss the opportunity to join one of the largest, fastest and most successful international online venture builders.
Jovago is looking for a Customer Service Agent to Serves customers by providing product and service information; resolving product and service problems, and providing the best possible Customer service to both customers and hotels.
A successful candidate will fulfill the following requirements:
Fluency in Kiswahili and English languages is a must.
Undergraduate degree/Diploma in relevant field
Independent and resourceful
Strong drive and leadership
Impeccable communication skills (spoken and written)
Exceptional organizational skills
A good understanding of statistics and logic
Proficiency in Microsoft Excel
Ability to work independently and in a team
Ability to meet demanding Customer service targets
Previous Call center/ Customer service experience is a must.
1 years’ experience in the same field
Able to develop relationships with 3rd parties and the hotel teams.
Mentality of client service and taking responsibility beyond direct duties.
High level of motivation, determination and commitment.
Support the other Organizational teams to ensure both customers and hotels get the best possible service.
The position of a Customer Service Agent entails:
Respond to customer questions in a timely manner either via phone, email and chat.
Attract potential customers by answering product and service questions in regards to services offered; suggesting information about alternative services.
Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Challenge and influence hotel to improve service level and operational standards.
Build and maintain strong working relationships with levels of staff at the client hotel.
Completion or service reports by collecting and reporting on call log information.
Managing oneself and tracking progress with Excel spreadsheets/Smart sheet.
Creating trust with all partners
Building and leading cross-functional teams that are able to anticipate and deliver solutions to client issues.
Support the other organizational teams.
We offer you:
An amazing learning culture.
A flat structured working environment to enable you enhance your skills in revenue management.
A chance to be part of an international team that offers great opportunities for growth
How to Apply
Interested and suitably qualified candidates to submit their application, including a detailed CV, daytime telephone contact, and two professional referees to:hr.kenya@africainternetholding.com on or before 24th March 2015.Africa Internet Group is an equal opportunity employer.
Please note that only shortlisted candidate will be contacted.
Canvassing will lead to automatic disqualification.