BBOXX

CUSTOMER SERVICE CALL AGENT - RUIRU

Job Summary

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

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: No Experience/Less than 1 year

Job Description/Requirements

Reports to: Customer Service Call Centre Supervisor

Location: Ruiru

Purpose:

  • Contact BBOXX customers by phone, and encourage adherence to payment plan
  • Handle incoming calls and provide solutions/advice to customers
  • Monitor and respond to incoming SMS
  • Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
  • Maintain and update customer data in Enterprise Resource Planning (ERP)
  • Identify and escalate priority issues
  • Complete call log
  • Follow BBOXX sales and after-sales processes                                
  • Accurate data entry and navigation of ERP
  • Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously been contacted with technical issues
  • Receive incoming calls from customers with technical issues
  • Respond by phone to requests for help or information made through our SMS system
  • Escalate customer issues that are not easily solved by telephone
  • Make calls in accordance with all relevant sales and aftersales processes

Person Specification and Desired skills

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