Job Summary

A call center agent is the liaison between our company and its current and potential customers. He/She will be able to accept ownership for effectively solving customer issues, complaints and inquiries;

  • Minimum Qualification: Bachelor
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

Reporting to: Call Center Manager

Hours: 8:30 - 17:30, Monday- Friday and beyond when required

Location: Nairobi


Purpose of the position

A call center agent is the liaison between our company and its current and potential customers. He/She will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Their responsibility is to respond to incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products and services. 


Responsibilities & duties

  1. Answering phones from customers professionally and responding to customer inquiries and complaints.
  2. Researching required information using available resources.
  3. Handling and resolving customer complaints regarding product sales to customer service problems.
  4. Providing customers with the organization’s service and product information.
  5. Identifying, escalating priority issues and reporting to the high-level management.
  6. Routing inbound calls to the appropriate resources.
  7. Following up complicated customer calls where required.
  8. Completing call notes and call reports as necessary and updating them in the CRM.
  9. Obtaining and evaluating all relevant data to handle complaints and inquiries.
  10. Recording details of comments, inquiries, complaints, and actions taken.
  11. Managing administration, communicating and coordinating with internal departments.
  12. Other duties as assigned.


The Candidate

Academic & trade qualifications

  • Undergraduate Degree preferably in Communications field

Work experience & skills

  • Strong interpersonal and leadership skills
  • Previous experience in a similar set-up
  • Strong written and verbal communication skills 

Personal qualities & behavioral traits

  • Ability to perform multiple tasks simultaneously, employing effective time management and organizational skills 
  • Ability to work independently and as a team to meet deadlines, goals and objectives

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