Summary
Date Posted: Tuesday, July 05, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Kenya Customer Care Representative
Responsibilities:-
• Ensure 90% of inbound calls offered are serviced efficiently and on time.
• Meet Service Level Agreement: Measure calls answered within 30 Secs VS calls offered 80%.-
• Ensure customer satisfaction through call quality and solving of cases as per assigned targets.
• Conduct Onboarding calls for one-week Old customers – at least 90% of these customers should be contacted.
• Ensure on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise, SMS Delivery down time, Payments not reflecting, network issues etc to the respective teams.
• Create customer Care Cases for all the Inbound Calls served.
• Support sales drive through the call center via outbound and CRC campaign where applicable.
• Escalation of Post Warranty queries & full disclosure to the customer on the terms for post warranty 100%
• 100 % handling of escalations from transversal teams and queries from the text line (20044).
• Conduct NPS/CSI and other surveys as directed.
• Complete assigned tasks in line with applicable policies, guidelines, processes, and procedures.
• Seek opportunities to learn and develop within Engie Energy Access Kenya and through training.
• Support sales drive through the call center via outbound and CRC campaign by 10% contribution to sales targets
Knowledge And Skills
• Basic knowledge on Excel spread sheets and data entry skills
• Minimum experience of one year in customer service in a call centre environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
• Experience assisting customers/clients with escalated issues
• Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
• Excellent communications skills both written and verbal
• Detail oriented and well-organized
• Ability to multi-task, prioritize and manage time effectively
• High level of self-motivation
• Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
• Open to work in a flexible and creative work environment with fast-evolving operations
• Positive attitude is a must for this role
Qualifications:
• 1-2 years experience in Customer Care
• Bachelor's Degree or higher diploma business related preferably

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
Click here to Apply Now

All Jobs

QUICK ALERT SUBSCRIPTION