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Summit Recruitment &Training   |   Nairobi, Kenya   |   Log in or register to see the closing date

Junior Customer Service Agent

  • Diploma, Associate's degree
  • Customer support, client care
  • Experienced (senior worker)
  • Full Time
  • Permanent
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Job Summary

Can you answer customer’s queries and complaints on all platforms, create tickets on the interactions, determine the RCA for every complaint, offer a working solution and resolve the customer’s complaint? We are looking for you. Our client is a highly innovative company, founded in 2014 with the vision to enable affordable mass-market communications in developing countries. The company has launched its services in Kibera district and is expanding to cover other districts of Nairobi and other parts of kenya.


Responsibilities

  1. Go through all platforms, WhatsApp, Email, company im, phone calls, messages and reach out to the customers to understand the nature of their queries.
  2. Making welcome calls to the customer a week after they are installed.
  3. Making retention calls to the customer seven days before they go delinquent.
  4. Create a ticket for each customer interaction, capturing the customer’s complaint/query, the troubleshoots done with the customer, the solution given to the customer till the point of resolution.
  5. Liaising with TechOps by escalating all tickets that cannot be resolved from your end for them to troubleshoot remotely.
  6. Maintain high ticket quality throughout all your tickets capturing all the information needed for understanding of the customer’s issue and the steps taken to resolve the issue.
  7. Escalate tickets to the relevant departments ensuring the ticket has all the information required for the escalated party to act.
  8. Hitting SLA regarding response to a customer, escalation and ticket resolution.
  9. Timely raise any outlying tickets that have veered of the scope of our processes with your Team Lead for assistance.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Customer support, client care
Seniority: Experienced (senior worker)

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 2 years
Required skills: Reporting; Customer service; Customer relations; Social media usage (Facebook, Twitter, etc.); Troubleshooting
Required languages: English (Spoken: fluent | Written: fluent)

Click to apply

Summit Recruitment &Training

Human resources, talent development, recruiting

Summit Recruitment & Search was established in 2009 to address the recruitment, executive search, outsourcing and training needs of companies based in Kenya or wanting to enter the Kenyan, East African, South African and African market. We have a leading proven track record in our field in South Africa, Uganda, Ethiopia, Tanzania, Rwanda, Nigeria, Zambia, Ghana and many other African countries. We are able to advise on market trends, training requirements, prevailing salaries and offer a complete HR Solution where necessary.


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