Settings

Top Header light
Top Header Dark
Header Gradient
Banner Dark

Gradient-colors

Flat-colors

Jobs

  1. Home
  2. Categories
  3. Jobs
New
user

Customer Service Representative
Login to apply Save

Job Description

To manage to walk in subscribers at any of our branches countrywide, addressing their issues proactively and minimizing churn..

 

Responsibilities

Provide Delightful Customer Service

  • Respond to one on one interactions and answers inquiries by clarifying and providing the desired information
  • Provide excellent customer service
  • Adapt to changing needs of the customer
  • Apply innovative solutions to various types of concerns/complaints
  • Maintain a professional attitude in challenging situations
  • Maintain a professional ambiance and look & feel of the branch at all times
  • Maintain and present a warm, pristine look

Manage Customer Accounts

  • Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries
  • Fulfill 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 a resolution
  • Achieve and maintain proficiency with our escalation matrixes
  • Maintain an up-to-date database by reconfirming and updating customer details at every interaction
  • Working in a busy banking hall that involves the collection of subscriptions from customers and doing an end-of-day balancing of cash, credit cards, and cheques collected.
  • Follow up on customer inquiries not immediately resolved
  • Perform online and physical troubleshooting of decoders, identify problems, give technical advice, and file service requests and follow-up on schedule.
  • Create an efficient easy to use customer account file for invoicing which encourages frequent use by customers.
  • Provision of technical support including swapping decoders
  • Provide customers with product and service information
  • Up-selling of new and existing products and services
  • Identify, research, and resolve customer issues using the computer system
  • Research billing issues and passing of journals in case of wrong billing
  • Research misplaced payments
  • Recommend process improvements
  • Attending to clients with decoder related queries

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 visit

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

Sales

  • Carry out the sale of hardware and installation to new customers who visit or interact with the branch
  • Carry out sales of superior hardware and installation to existing customers
  • Sell additional value add products to new and existing customers
  • Sell hardware accessories for better customer experience or as after-sales support

 

Skills and Qualifications

  • Bachelor’s Degree in a Business related field
  • Professional communication skills, written and verbal
  • Computer literate, numerical aptitude, and willing to learn new skills
  • Passionate about customers and service delivery
  • Previous customer service experience required
  • Sales acumen or experience will be an added advantage
  • Minimum of 1 year in a commerce, business administration or sales or related fields

 

Job Details

Level : Mid level
Industry : Business
Salary : Confidential
Experience : None required
Applications : 52
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : Kaziweza limite...
Job ID : #513
Posted By Kaziweza limite... / 05 Aug 2021
Facebook Linkedin Twitter

Related Jobs