Customer Service Representative Job in Kenya

Position: Customer Service Representative
Reporting to: Team Leader
Position Summary:- The Customer Service Representative is required to provide exceptional customer experience by handling calls in a highly professional manner, whist meeting Key
Performance Indicators and thereby Service Levels.

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 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)
• Previous Experience in a Call center will be an added advantage
• 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
• Dynamic and energized individual

How to Apply

Qualified and Interested candidates to send their CVs to kenyaoperations@gmail.com clearly indicating the position on the Subject line