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CONTACT CENTRE AGENT

Salary rangeConfidential | Contract type: Permanent

You have 2 days left to apply for this job.

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Job Summary

ChlorideExide is the largest battery and renewable energy distributor in East Africawith branches in Kenya, Uganda and Tanzania and a network of over 2000distributors in the East African region. Our core business is the distributionof automotive batteries as well as the distribution & installation of solarPV systems, power back-up systems and solar water-heating systems.
RoleDescription:
TheContact Centre Agent will act as the first line of service to all customers andwill be expected to provide a one-stop service experience in a consistent,professional manner while embracing Chloride Exide Limited values. Thesuccessful candidate will also be expected to actively represent the customerthroughout the organization by highlighting trends, suggesting and implementingservice improvements.

Responsibilities

  • Attendto inbound calls & provide customers with accurate, relevant and usefulinformation regarding all aspects of our products and services.
  • Executeoutbound calls for provision of customer feedback & telemarketing campaigns
  • Ensurethat all customer queries, problems and complaints are fully resolvedend-to-end within the set turn-around times and in liaison with the relevantteams
  • Escalateall issues not resolved on line to the relevant departments in accordance withthe provided escalation matrix
  • Executebattery telephone sales in accordance with set monthly sales targets
  • Usesound judgment and take decisions that will maximize customer satisfaction.
  • Ensurethe complete and effective resolution of customer’s immediate queries orconcerns at first point of contact (First Call Resolution)
  • Updatecustomer records on the CRM and any other relevant systems
  • Strive to continually improve personal performance in orderto achieve team and departmental SLA’s and KPI’s
KeyPerformance Indicators:
  1. Maintain the target Service Level by prompt handling of all inbound calls within the set ring-time and ensuring schedule adherence
  2. To support all marketing-related programs by meeting Dial A Battery sales opportunity to individual and corporate customers
  3. Adhering to the set call quality parameters and providing customers with quality telephone interactions
  4. Following set Customer Experience Standards and ensuring adherence to all scripts and processes
Skills& Experience:
  1. Bachelor’s Degree or Diploma in business administration, sales & marketing or related business studies
  2. Minimum of 2 years’ professional experience in customer experience with a proven track record in products sales and customer satisfaction
  3. Superior verbal and written communication skills, with an ability for tact and diplomacy
  4. Excellent interpersonal, organizational, multi-tasking and time-management skills
  5. Ability to work with diverse teams as a team player
  6. Outgoing personality and demonstrated passion forcustomer


Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 2 years
Required languages: English (Spoken: fluent | Written: fluent)

Mandatory attachments

Please have a scan or photo of these documents ready when you start the application:

Self-prepared CV file - the employer wants to see a CV that you have prepared yourself
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2 days left to apply

Chloride Exide Kenya Limited

Nairobi, KE
Retail, wholesale, FMCG
Website

Chloride Exide, has three locally owned limited liability companies in Kenya, Uganda and Tanzania. Chloride Exide Kenya Limited (CEKL) was established in 1963, Chloride Exide Tanzania Limited ( CETL ) was established in 1966 and Chloride Exide Uganda Limited ( CEUL) was established in 2001. Chloride Exide's core business is distribution of automotive batteries, solar systems installation, backup systems installation, and solar water heating systems installations. Chloride Exide has grown from a single based operation to being the largest battery and renewable energy distributor in the East African region while enjoying considerable presence in the COMESA trading block. Of particular pride is our strong brand supported by a region wide network of over 18 branches and over 1500 dealers across the East African Region.

Benefits included

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2 days left to apply