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KEY ACCOUNTABILITIES & CONTACTS

Key Performance Objectives

Tasks

Provide Delightful Customer Service

  • Respond to inbound interactions and answers inquiries by clarifying and providing desired information
  • Provide excellent customer service
  • Adapt to changing needs of customer
  • Apply innovative solutions to various type of concerns / complaint
  • Maintain a professional attitude in challenging situations

Manage Customer Accounts

  • Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries 
  • Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required
  • Address complaints with the goal of increasing satisfaction and securing renewals or saves
  • Troubleshoot and resolve customers’ problems with our product by determining the cause of the problem, then follow through with resolution
  • Achieve and maintain proficiency with our escalation matrixes
  • Maintain up-to-date database by reconfirming and updating customer details     at every interaction

Quality Assurance

  • Maintain at least 90% QA scores at all times
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Ensure first call resolution at every customer contact – reducing return call 

Customer Education

  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Ensure customer education on alternative contact options
  • Explain the payment options and process mechanism
  • Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer
  • Offers discounts or special deals as needed and within pre-established limits.

QUALIFICATIONS & EXPERIENCE

The incumbent is required to have the following qualifications and experience level:

  • Bachelor’s Degree in a Business related field
  • Professional communication skills, written and verbal
  • Computer literate, numerical aptitude, and willingness to learn new skills
  • Passionate about customers and service delivery
  • Previous customer service experience required
  • Call Centre experience is highly desirable

 

  • Minimum of 1 year in a commerce, business administration or sales

 

TECHNICAL COMPETENCIES

The incumbent is required to have the following technical competencies:

  • Product/service knowledge
  • Accounts understanding
  • Market/customer knowledge
  • Technical knowledge 
  • Governance and Compliance

BEHAVIORAL COMPETENCIES

  • Service orientation
  • Empathy
  • Observation
  • Perseverance
  • Initiative

 

                                                                                             

 

Job Details

Level : Management level
Industry : Environmental Services
Salary : Confidential
Experience : 3 Years
Applications : 32
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : Kaziweza limite...
Posted By Kaziweza limite... / 04 Jan 2021

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