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Customer Service Agent

Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

You have 53 days left to apply for this job.

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Job Summary

The purpose of the role is to provide guidance and support to the consumers of the Kava Africa's service and ensure delivery of a unique brand experience. The primary role is to achieve quality business growth as well as deliver a prompt and exceptional customer experience to achieve the overall business targets.


Customer Service 

  • Provide product information and supportto customers as well as effectively respond to customer enquiries to maintainconsistency in the brand experience.
  • Adherence to quality standards and SLAs within the service outlet to maintain the brand experience and customer promise.
  • Ensure adherence to established processes and procedures. Identify   potential risks to the service and product offering and provide mitigation   strategies.
  • Manage large amounts of incoming calls 
  • Identify and assess customers' needs to acheive serviece satisfaction
  • Build sustainable relationships of trust through open and  interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools 
  • Handle all complaints and provide appropriate solutions  and alternatives within the set time limits
  • Do follow ups for customer complaints 
  • Achievement of the defined business targets to ensure growth and profitability of the business.
  • To provide accurate and comprehensive product related information to all customers (potential and existing
  • To sell the assigned products in a proper, professional and efficient manner and ensure he/she does not do anything likely to impair or damage the reputation or business.
  • Cross-sell to ensure uptake of the full range of products offered
  • Understand and comply with requirements of all relevant risk management policies.

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 18 months
Required skills: Efficiency; Written communication; Verbal communication; Call center operation (customer support); Customer service; Customer relations; Innovation processes; Customer support, CRM systems; Sales support; Networking
Required languages: English (Spoken: fluent | Written: fluent)
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