Job description

Position Purpose:

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels. (Voice and Chat)
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues, as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Job Fit:

Those who are successful in this role tend to enjoy interacting with customers and are motivated by providing great service. They have excellent product knowledge know how to identify needs and provide solutions and can work in a fast-paced and dynamic environment. A proficient level of confidence and assertion underpins all interactions.

Qualifications:

• Excellent command of the English language neutral accent both spoken and written
• Computer literate, must type, and spell well to switch channel
• Ability to type a minimum of 30wpm with a maximum of 5 errors
• Ability to work in a rotational shift environment
• Minimum KCSE Educational Certificate
• At least 6 Months of Customer Service experience
• A Police Clearance Certificate

Competencies:

• Customer Service
• Customer Satisfaction
• Empathy
• Stress Tolerance