Job Summary

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Main Job Tasks, Duties and Responsibilities
•    Answer calls and respond to emails
•    Handle customer inquiries both over the phone and by email
•    Research required information using available resources
•    Manage and resolve customer complaints
•    Provide customers with product and service information
•    Enter new customer information into system
•    Update existing customer information
•    Process orders, forms and applications
•    Identify and escalate priority issues
•    Route calls to appropriate resource
•    Follow up customer calls where necessary
•    Document all call information according to standard operating procedures
•    Complete call logs
•    Produce call reports

Education and Experience
•    High school diploma or equivalent
•    Proficient in relevant computer applications
•    Required language proficiency
•    Knowledge of customer service principles and practices
•    Knowledge of call center telephony and technology
•    Some experience in a call center or customer service environment
•    Good data entry and typing skills
•    Knowledge of administration and clerical processes

Key Competencies and Skills
•    Verbal and written communication skills
•    Listening skills
•    Problem analysis and problem solving
•    Customer service orientation
•    Organizational skills
•    Attention to detail
•    Judgment
•    Adaptability
•    Team work
•    Stress tolerance
•    Resilience

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