CLOSED FOR APPLICATIONS
Attach É - Customer Service & Contact Centre Department
Closing: May 14, 2024
This position has expiredPublished: May 2, 2024 (17 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
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Academic/Professional Requirements
- Should be a Kenyan Citizen aged between 20 and 35 years.
- Should be available full-time for the duration of the program (3 months).
- Should be a continuing student in any field from an accredited Institution and have the relevant transcripts/result slips/letter from the training institution.
- Be Computer Literate and have strong communication skills.
- Willingness to work in shifts, weekends/holidays, and long hours.
- Customer-focused.
- Ability to multitask with a high-stress tolerance level.
- Problem analysis and problem-solving skills.
- Planning and organizing skills.
- Team-oriented.
Responsibilities
Academic/Professional Requirements
- Should be a Kenyan Citizen aged between 20 and 35 years.
- Should be available full-time for the duration of the program (3 months).
- Should be a continuing student in any field from an accredited Institution and have the relevant transcripts/result slips/letter from the training institution.
- Be Computer Literate and have strong communication skills.
- Willingness to work in shifts, weekends/holidays, and long hours.
- Customer-focused.
- Ability to multitask with a high-stress tolerance level.
- Problem analysis and problem-solving skills.
- Planning and organizing skills.
- Team-oriented.
- Act as a single point of contact for phone calls and emails from users. The assistant listens, logs, and responds to customer inquiries, requests, and complaints.
- Recognize, document, and inform the supervisor regarding trends in external customer calls.
- Anticipate potential needs or problems of customers.
- Follow through on commitments made to customers.
- Make recommendations of alternate solutions if customer expectations cannot be met and follow relevant escalation contact protocols.
- Maintain confidentiality of information.
- Achieve first contact resolution (FCR).
- Handle customer complaints or issues satisfactorily.
- Record details of comments, inquiries, complaints, and actions taken.
- Prioritize received issues to identify and escalate situations requiring urgent attention first.
- Provide accurate information about organizations, services, and related agencies.
- Create and maintain a positive, supportive, customer-oriented environment for all clients.
- Record details of comments, inquiries, complaints, and actions taken.
- Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
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