Job Description

To provide second level support to customer queries received from all touch points and act as a link between MCK departments and corporate in regards to escalations.



  • Use the company’s internal CRM system, manage technical and Service Support escalations from all service touch points (Branch, Call Centre, social media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
  • Activate or deactivate customers’ satellite services upon request.
  • Prioritizing and handling escalations as received from different customer touch points
  • Carrying out daily system health checks and sharing a report on the same.
  • Carry out hardware, channel and system testing for new implementations and technologies. A report on findings to be generated and shared with all stake holders at the end of the test period.
  • Maintains financial accounts by processing customer adjustments and providing billing information.
  • Escalate to corporate all service-related issues that require third level support (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
  • Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
  • Escalate issues to relevant departments and follow up to resolution
  • Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs
  • Enforcement of the escalations and call back process for better customer experience
  • Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM


Skills and Qualifications

  • Minimum first degree in social sciences and/or a business-related field
  • 1 to 2 years’ experience in a Call-Centre or frontline service experience
  • Ability to convey information orally to individuals or groups to ensure that they understand the message.
  • Ability to develop and maintain strong relationships with clients by listening to the client/customer and understanding and responding to identified needs.


Job Details

Level : Mid level
Industry : Business
Salary : Confidential
Experience : 2 Years
Applications : 36
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : Kaziweza limite...
Posted By Kaziweza limite... / 19 Jul 2022

Related Jobs