French or Arabic Speaking Customer Service Representatives

Position: French or Arabic Speaking Customer Service Representatives

Reporting to: Team Leader

Supervises: None

Position Summary:- The Customer Support Representative is required to provide exceptional

customer experience through handling inbound, outbound calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.

Duties and Responsibilities:-

• Receive incoming calls and provide general and technical support to customers on products
• Maintain customer experience levels within the stipulated quality standards.
• Conduct Happy Call and Customer Satisfaction Survey calls
• Collect, confirm and update client information on CRM.
• Record and follow up on general queries and complaints
• Conduct a predetermined number of CSAT surveys
• Handle complaints in a polite and professional manner.
• Understand and adhere to the escalation process.
• Research required information using available resources.
• Handle online customer support if required (Emails, chat, blogs etc.)

Knowledge and Skills:

• Tertiary education; holders of Bachelor’s degree will have an added advantage.
• MUST be fluent in either FRENCH or ARABIC
• Previous experience in a call center will be an added advantage
• Fluent in the English Language (neutral and clear accent)
• Proficient in MS Office Suite.
• Knowledge of any of the following products would be an advantage: – Hand held phones; Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging.
• Must possess a Valid Certificate of Good Conduct

Key Competencies and Attributes:

• Ability to handle complaints in a polite; empathetic and professional manner
• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
• Maintains a positive attitude and enthusiasm when faced with routine work
• Dynamic and energized individual.
• Ability to multi task
• Maintains high levels of integrity and confidentiality of client information.
• Excellent telephone etiquette
• Excellent communication skills
• Excellent customer service skills 

How to Apply

Only qualified candidates should apply to Kenyaoperations@gmail.com clearly indicating the title applying for on the subject line.
Deadline for application is 1st May 2015