JOB TITLE

 

CALL CENTRE AGENTS

NATURE OF JOB

FULL TIME

INDUSTRY

TELEMATICS

SALARY

KSHS.20,000

JOB LOCATION

WESTLANDS

 

DUTIES AND RESPONSIBILITIES

Customer Interaction:

  • Answer incoming calls from customers promptly and professionally, ensuring that each call is handled with care and attention.
  • Provide accurate information regarding our products and services, addressing customer queries in a clear and concise manner.

Issue Resolution:

  • Act as the first point of contact for customers with issues or concerns, providing appropriate guidance and support to resolve their problems.
  • Escalate more complex issues to the relevant departments, ensuring a smooth handover of cases while maintaining a professional and empathetic approach.

Customer Experience:

  • Deliver a high level of customer satisfaction by actively listening to customers, understanding their needs, and offering the best possible solution.
  • Maintain positive relationships with customers by following up on outstanding issues or inquiries and ensuring that they are fully satisfied with the service provided.

Data Entry & Reporting:

  • Accurately document all customer interactions in the company's CRM (Customer Relationship Management) system or other internal software.
  • Ensure that all data entered into the system is accurate, including call logs, customer feedback, and service requests.

Team Collaboration:

  • Collaborate with fellow agents and other departments to provide seamless service and ensure the customer's needs are addressed from start to finish.
  • Participate in team meetings and training sessions, providing input on ways to improve call centre processes and customer service.

 

Compliance & Quality Assurance:

  • Follow company guidelines and scripts to ensure consistency in delivering information and upholding company standards.
  • Strive to meet or exceed all performance metrics as set by the company, such as call handling time, quality assurance standards, and customer feedback scores.

Shift Flexibility:

  • Be willing to work night shifts as required, ensuring the availability of customer support during off-hours to meet the needs of clients across various time zones.
  • Adapt to changing shift schedules and provide consistent, high-quality service across all shifts.

Continuous Improvement:

  • Engage in ongoing learning and development to improve product knowledge, customer service skills, and operational efficiency.
  • Take the initiative to suggest improvements in workflows, processes, and systems that could lead to better customer satisfaction or enhanced operational efficiency.

KEY REQUIREMENT SKILLS AND QUALIFICATION

  • Minimum of 2 years of experience in a customer service or call centre role
  • Excellent communication skills, both written and verbal
  • Ability to handle high-pressure situations and work under tight deadlines
  • Demonstrated experience in providing exceptional customer service
  • Strong problem-solving abilities and the ability to think critically to resolve customer issues.
  • Willingness to work night shifts, as required by the business needs.

 

HOW TO APPLY

  • If you meet the above qualifications, skills and experience share CV on

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  • Interviews will be carried out on a rolling basis until the position is filled.

Only the shortlisted candidates will be contacted.