Horizon Contact Centers Customer Service Representatives

Horizon Contact Centers Customer Service Representatives

Position: Customer Service Representatives

Reporting to: Team Leader

Supervises: NoneJob 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.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 Samsung 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
• 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.)
• Collect customer inquiries, explain product function and resolve problems
• Work with the customer to ensure they are properly serviced
• Take calls and handle each request to ensure customers are satisfied on the first call

Knowledge and skills:

• Tertiary education; holders of Bachelor’s degree will have an added advantage.
• A quick learner who has a passion for TV programs
• 1-2 Years of sales experience is a MUST, (experience in Digital TV or Cable TV Service Provider will be an added advantage)
• Past experience in a call center is an added advantage
• Fluent in the English Language (neutral and clear accent)
• Proficient in MS Office Suite.
• 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

We shall hold interviews on 6th May from 8:00am- 2:00pm.
Suitable Candidates who meet the above qualifications are encouraged to walk in for interviews on the above date.
Our offices are located at Gateway Park Building 3rd floor along Mombasa Road, next to Airtel building.

How to Apply

Applications can be sent on our recruitment portal through the following link http://10.14.12.14/index.php