Published
Last 1 week
Last 30 days
Latest 24 hours
Seniority
Published
Profession
Industry
Seniority
Entry and Basic-level Jobs in Kenya
3
jobs
Reeds Africa Consult
Quality Assurance Analyst
Nairobi, Kenya
Gilani's Distributors
Only on FuzuTele Sales / Customer Care Agents
Nakuru, Kenya
CJ's Restaurant
Only on FuzuFood Delivery Riders
Nairobi, Kenya
N1 Partners
Only on FuzuCLOSEDCall Center Specialist
Nairobi, Kenya
SAFARICOM
CLOSEDNetwork Administrator
Nairobi, Kenya
BURN
CLOSEDAftersales Support Coordinator
Kiambu, Kenya
BURN
CLOSEDAftersales & Escalations Supervisor
Nairobi, Kenya
Get personalised job alerts directly to your inbox!
Salix Data
CLOSEDBilingual Call Center Representative (English / Spanish)
Nairobi, Kenya
Closing: Apr 28, 2024
Closing todayPublished: Apr 19, 2024 (9 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
Sign up to view job details.
Qualifications
- Minimum 1 year call center experience
- Excellent verbal, written, communication and interpersonal skills
- Outstanding customer service skills
- Exceptional listening and analytical skills
- Attention to detail with the ability to detect inconsistencies
- Must be able to effectively deal with people at all levels within and outside the company
- Ability to work under pressure
- Ability to prioritize work and good time management skills
- Diploma from any recognized college
Responsibilities
Qualifications
- Minimum 1 year call center experience
- Excellent verbal, written, communication and interpersonal skills
- Outstanding customer service skills
- Exceptional listening and analytical skills
- Attention to detail with the ability to detect inconsistencies
- Must be able to effectively deal with people at all levels within and outside the company
- Ability to work under pressure
- Ability to prioritize work and good time management skills
- Diploma from any recognized college
- Support the QA lead in the onboarding of new staff
- Support the QA lead in preparing training materials
- Stand in for QA lead in their absence
- Owning the QA process to support the delivery of good customer experience and uphold brand values
- Monitor live calls using the dialer system to ensure collection best practices are upheld
- Formulate/seek updates on the standard QA form to meet changing negotiation needs and collection related updates
- Offer coaching to team members with poor negotiation skills/poor call handling practices
- Performs mock calls with new hires post-training to determine readiness for moving into collection
- Regularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunities
- Come up with negotiation training materials. This also requires regular updates and taking the team through the same after roll out
- Provide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agents
- Come up with weekly and monthly QA reports for the teams
- Use Call Center tools (QA form, Tracker etc.) to gather data and analyze trends or patterns affecting quality
- Investigate and validate customer complaints relating to collection calls
- Liaise with partners CS QA if necessary, to ensure speedy investigations
- Supporting the team on strategies to boost the daily collections
- Audit the implementation of feedback given to agents to ensure total compliance
- Any other duties assigned on a need basis
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.