Customer Service Agent Vacancies in Kenya
Customer Service Agent Vacancies in KenyaJob Title:Customer Service Agent
A customer service representative, or CSR, will act as a liaison, provide product / services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.Manage large amounts of incoming calls/emails/chats/social media queries
Identify and assess customers’ needs to achieve satisfaction and first hand resolution
Build sustainable relationships and trust with customer through open and interactive communication
Provide accurate, valid and complete information by using the operational tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits and department KPI’s; follow up to ensure resolution; follow up with the customer to provide resolution feedback
Keep records of customer interactions, process customer accounts and file documents in CRM system
Follow department communication procedures, guidelines and policies
Take the extra mile to engage customers and is familiar with customer care WOW approach
Actively participate in team meetings and shift briefings and provides valuable customer feedback to line managers
Identifies current issues and ongoing problems that needs to be addressed, communicates the same to the line manager
Knowledge, Skill Set & Qualifications Required
Proven customer support experience or experience as a client service representative in large organizations handling high customer traffic.
Minimum experience of 1 year is required.
Track record of over-achieving quota
Strong phone contact handling skills, written communication and active listening
Familiarity with CRM systems and practices
Must be organized and able to handle large number of customer care inquires
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Must be conversant with composing emails and Outlook interface
Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed
Proactively analyze and clearly communicate issues and suggested solutions to management
Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies
Ability to make the right decisions for the business
How to Apply
Interested candidates to apply to firstname.lastname@example.org quoting the position as the subject by Monday 18th March 2019.
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