Customer Service Representative Job in Kenya

Vacancy: Customer Service Representative

Position Summary:-The Customer Service Representative is required to provide exceptional customer experience by handling calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.
 
Duties and Responsibilities:- 

  • Handle calls within pre-determined service guidelines. 
  • Maintain customer experience levels within the quality standards stipulated. 
  • Processes orders accurately and efficiently. 
  • Adheres to client guidelines on escalating sensitive feedback/concerns pertaining to food safety
  • Handle objections by building rapport with customers. 
  • Record customer information; orders and feedback on the CRM. 
  • Adheres to Data Protection policy with regards to confidentiality of customer details. 
  • Handle complaints in a polite and professional manner. 
  • Patiently listens and responds to customer queries. 
  • Understands and adheres to the escalation process. 
  • Ensures meets the account Key Performance Indicators as specified.
Key competencies and attributes: 
  • Ability to handle complaints in a polite; empathetic and professional manner 
  • Remains calm when faced with difficult or angry customers. 
  • Initiative to update self on new and current products and/or services and promotions 
  • Ability to handle busy periods by managing one’s stress levels. 
  • Maintains a positive attitude and enthusiasm when faced with routine work
Education and experience: 
  • Past experience in a customer service environment is Mandatory 
  • Previous experience in a Call Center is an added advantage 
  • A Diploma from a recognized tertiary institution, however Bachelor’s degree holders will have an added advantage 
  • Fluent in the English Language (neutral and clear accent) 
  • Good knowledge of Kiswahili (where applicable) 
  • Good typing and IT literacy skills
Interested and qualified candidates to send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the subject line and all applications should reach us by 6th May 2016.

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