Summary
Date Posted: Friday, September 23, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Responsibilities
• Provide one-stop customer support for all services by responding to customer contacts within defined SLAs
• Resolving all complaints, concerns and issues in a timely and diplomatic manner. Conduct activities in a professional manner
• Demonstrate knowledge of service standards or service level agreements.
• Demonstrating knowledge of impact of providing professional service to Customers.
• Understanding the importance and impact of first call resolution (FCR).
• Working with the Team leader on performance improvement as an individual and with the team as a whole.
• Ensuring complaints/concerns are resolved or escalated in a timely manner.
• Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up.
• Determining when a problem requires action from higher level of authority.
• Participate in regular team meetings.
• Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
• Updating client comments, complaints, reports and compliments on all relevant Systems.
• The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needs.
• Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases.
• Take full ownership of customer cases that land and handover unresolved cases at end of day
• Confirm client information and update on existing database.
• Enhance customer loyalty and upsell accordingly.
• Record information on reason for contact – service request, enquiry or complaints.
• Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.

Requirements
• Degree/Diploma in any related field
• Competency in C1 English and excellent grammar skills
• Minimum 2 years’ experience preferably in a BPO sector
• Previous experience in customer service is desirable
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.
• Ability to effectively present information and respond to questions from management, peers and customers.
• Ability to handle service delivery and service assurance processes and structures in a large environment.
• Self-driven, customer centric and team player
• Proactive and self – motivated
• Great people skills
• Should be flexible to work in shifts both day and night

Work Hours: 8

Experience in Months: 24

Level of Education: Postgraduate Degree

Job application procedure
• Interested and qualified candidates should forward their CV to: jobs.kenya@majorel.com using the position as subject of email.

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