Job Summary

The call center representative will be responsible for answering and managing incoming calls from different clients, responding to inquiries and providing general information.

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

Job Description/Requirements

Job location - Nairobi

Job summary
The call center representative will be responsible for answering and managing incoming calls from different clients, responding to inquiries and providing general information. The representative will be part of the primary contact team responsible for informing the target market of the company’s products and services through online and phone platforms.  

Job Responsibilities
•    Answer incoming calls and respond to customer’s emails
•    Management and resolve customer complaints
•    Liaise with relevant departments to keep track of candidates who have reported
•    Identify and escalate issues to supervisors
•    Provide product and service information to customers
•    Research required information using available resources
•    Route calls to appropriate resources
•    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
•    Complete call logs and reports
•    Other duties as assigned

Requirements
•    Proven customer support experience or experience as a Client Service Representative
•    Strong phone contact handling skills and active listening
•    Familiarity with CRM systems and practices
•     Customer orientation and ability to adapt/respond to different types of characters
•     Excellent communication and presentation skills
•    Can speak Kisii, Kiswahili and English
•    Ability to multi-task, prioritize, and manage time effectively
•    1 -2 years of experience in this field or related field
•     Have at least a diploma in this field or related field

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