Customer Service Representative Job

Customer Service Representative Job

Position: Customer Service Representative

Reporting to: Team Leader

Supervises: None

Job Summary: Horizon Contact Centers is a fully on demand International Contact Center and Business Process Outsourcing (BPO) Company, with a world-class facility within Nairobi, Kenya
fully enabled to service the global market by deploying the best of breed technology to run its operations 24 hours a day, 7 days a week.

We urgently seek to recruit highly motivated and talented individuals to fill the position of Customer Service Representative for one of our clients.

Duties and Responsibilities:

• Handle calls within pre-determined service guidelines.
• Maintain customer experience levels within the quality standards stipulated.
• Handle objections by building rapport with customers.
• Record customer information and queries on the CRM.
• Adhere to Data Protection policy with regards to confidentiality of customer details.
• Handle complaints in a polite and professional manner.
• Patiently listens and responds to customer queries. Understand and adhere to the escalation process.
• The tasks outlined above are not exhaustive and the Company reserves the right to update this Job Profile as responsibilities change.

Education and experience:

• A Certificate or a Diploma from a recognized tertiary institution, however Bachelor’s degree holders will have an added advantage
• Fluent in the English Language (neutral and clear accent)
• Good knowledge of Kiswahili (where applicable)
• Good typing and IT literacy skills

Key Competencies and Attributes:

• Ability to handle complaints in a polite;
• empathetic and professional manner
• Remains calm when faced with difficulty or angry customers.
• Initiative to update self on new and current products and/or services and promotions
• Ability to handle busy periods by managing one’s stress levels.
• Maintains a positive attitude and enthusiasm when faced with routine work 

 How to Apply


Qualified candidates should apply through our recruitment portal using the following link: http://10.14.12.14/index.php