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CDL Human Resource Consultancy   |   Nairobi, Kenya   |   Log in or register to see the closing date

Social Media Customer Service Agent

  • Bachelor's degree
  • Sales, marketing, promotion
  • Basic level (worker)
  • Full Time
  • Permanent

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Job Summary

Our client is excited to invite you to apply for the Social Media Customer Service Agent position.


• Provide one-stop customer support for all Multichoice Kenya services by responding to customer queries within defined Service Level Agreements.

• Resolving all complaints, concerns and issues in a timely and diplomatic manner and  conduct activities in a professional manner
• Demonstrate knowledge of Multichoice service standards or service level agreements.
• Demonstrate knowledge of the impact of providing professional service to Customers.
• Understand the importance and impact of first contact resolution.
• Ensure complaints and concerns are resolved or escalated in a timely manner.
• Provide timely notifications to Supervisor / Team leader of negative trends, urgency of issue, or extent of required follow up.
• Determining when a problem requires action from higher level of authority.
• Participate in regular team meetings.
• Educate Multichoice Kenya customers about terminology, technology and self-help features and benefits of packages in order to improve customer education and satisfaction.
• Updating client comments, complaints, enquiries and compliments regarding packages and services on all relevant Multichoice Kenya Systems.
• Resolving customer query on first contact and keep the promise of query / problem resolution for escalated cases.
• Confirm client information and update on existing database.
• Cross sell and/or up sell current packages to clients who have renewed their packages in line with upselling selling script.
• Enhance customer loyalty and upsell accordingly in line with all and any campaigns run on the Multichoice Kenya   platform.
• Actively participate in process of performance improvement meetings as required.

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Sales, marketing, promotion
Seniority: Basic level (worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 12 months
Required skills: Online support; Product knowledge; Service Level Agreement (SLA); Social media community management (admin); Customer service; Public, corporate relations
Required languages: English (Spoken: fluent | Written: fluent)

CDL Human Resource Consultancy

Human resources, talent development, recruitingCompany size: 20-50 people

CDL Human resource consultancy’s mission is to provide you with an unrivaled quality of personnel to increase the effectiveness of your operation. We provide you with the region’s best fit in education, knowledge, skills, and experience to suit your organizations needs. We have been in operation since 2003 and continue to provide support for our extensive client base in the greater East Africa region.

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