Call Centre Agents and Team Leaders

Solar Rays Sacco

Job Summary

We are seeking to recruit a team of hard working, ambitious and self-driven individuals to join our team. Their responsibility will be 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 or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data. The Team Leaders will oversee the process and ensure delivery of BPO objectives by planning and managing all Outbound and Inbound Call Centre activities, to meet the contract rates per campaign with a view to enhancing customer experience.

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

Job Description

Call Centre Agent Responsibilities:
•    Answer incoming calls from clients
•    Identify and escalate issues to supervisors
•    Provide product and service information to customers
•    Research required information using available resources
•    Process orders, forms, and applications
•    Document all call information according to standard operating procedures
•    Recognize, document, and alert the management team of trends in customer calls
•    Follow up customer calls where necessary
•    Upsell products and services
•    Other duties as assigned

Minimum qualification: Diploma
Experience level: Entry level
Experience length: 1 year

Team Leader Responsibilities
•    Ensure availability of the Inbound and Outbound call centre agents
•    Focus on coaching, sales and collection efforts to drive uptake of products and customer knowledge
•    In partnership with retention, come up with standard FAQ’s and approach to campaigns to be achieved
•    Plan and optimise resources needed to meet company defined service standard
•    Conduct Real-time monitoring on a continuous basis and coaching of staff
•    Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets
•    Communicate, monitor and maintain performance standards
•    Identify areas for development to ensure continuous improvement
•    Ensure resolution of escalated customer queries and complaints through Business Desk
•    Identify opportunities to improve product and service offerings based on the voice of the customer
•    Contribute and identify areas for improvement and enforcement of processes and procedures;
•    Identify, accumulate and analyse statistics that reflect on team’s performance
•    Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
•    Provide regular defined reports and initiatives to improve performance
•    Develop and maintain motivation plans to enhance productivity of teams and morale
•    Attend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needs

Minimum Requirement:
•    Minimum degree in social sciences or a business-related field
•    Experience at technology-oriented service firms; Mobile telephony, BPO call centres is a must.
•    An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
•    5 years of working experience in a Call Centre or in the Service Industry with some supervisory level exp.
•    Sales skills and experience advantageous within call centre or service sector
•    Excellent interpersonal skills and Ability to motivate to produce results
•    Excellent oral and written communication skills
•    Dependability and adaptable
•    Multi-tasking skills and good administrative ability

Desired Skills and Competencies for Both Roles
•    Coaching, Mentoring and leadership
•    Written and Verbal communication (letter writing, report writing)
•    Computer skills (MS Word, Excel, PowerPoint)
•    Problem solving and decision making
•    Team player
•    Self-Driven and open to change
•    Planning and organizing
•    Attention to detail
•    Team building and motivation
•    Interpersonal skills
•    Influencing skills / Numeracy skills

How to Apply

Candidates who meet the requirements should submit their CV and cover letter, stating the position being applied for.

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