BBOXX

Customer service call agent - nairobi, kisumu

Job Summary

The incumbent will make outgoing and receive incoming calls from BBOXX clients from across the country.

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

Job Description/Requirements

Location
Nairobi/Kisumu
Employment Type
Full Time
Job Level
Entry level
Minimum Qualification
Diploma
Job Summary
The incumbent will make outgoing and receive incoming calls from BBOXX clients from across the country.
Job Description

Role: Customer Service Call Centre Agents

Reports to: Customer Service Call Centre Supervisor

Location: Nairobi/Kisumu


Purpose:

Make outgoing calls to customers across BBOXX portfolio, in accordance with our after sales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required. 


Job’s Responsibilities

  1. Contact BBOXX customers by phone, and encourage adherence to payment plan
  2. Handle incoming calls and provide solutions/advice to customers
  3. Monitor and respond to incoming SMS
  4. Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
  5. Maintain and update customer data in Enterprise Resource Planning(ERP)
  6. Identify and escalate priority issues
  7. Complete call log
  8. Follow BBOXX sales and after sales processes                                 

Description of tasks

  1. Accurate data entry and navigation of ERP
  2. Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
  3. Receive incoming calls from customers with technical issues
  4. Respond by phone to requests for help or information made through our SMS system
  5. Escalate customer issues that are not easily solved by telephone
  6. Make calls in accordance to all relevant sales and aftersales processes

Person Specification

Ideal candidate should have a diploma in any communication or business-related field and may have previous call Centre / sales experience.

Desired skills include:

  • Excellent verbal communication skills
  • Ability to understand and adapt to customer needs
  • Excellent data entry skills and attention to detail
  • Organization and time management
  • Customer Service orientation
  • Resilience when faced with stress; Positive attitude and energy
  • Persuasiveness and problem-solving skills

Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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