Published
Profession
Industry
Seniority
Published
Profession
Industry
Seniority
21
jobs
Upesi Money Transfer Limited
Fuzu ExclusiveNairobi, Kenya
Nala Money
Fuzu ExclusiveNairobi, Kenya
Leading company in Beauty, cosmetics
Fuzu ExclusiveNairobi, Kenya
HAKKI Car Finance LIMITED
Fuzu ExclusiveNairobi, Kenya
Poplar hospital
Fuzu ExclusiveNairobi, Kenya
KOKOnetworks
Nairobi, Kenya
Bolt
Nairobi, Kenya
Karibu Kenya Ventures
Nairobi, Kenya
Old Mutual
Kisumu, Kenya
Get personalised job alerts directly to your inbox!
Kenya Trade Network Agency
Nairobi, Kenya
Closing: Jun 5, 2022
15 days remainingPublished: May 11, 2022 (10 days ago)
Education:
Blur Text
Work experience:
Blur Text
Language skills:
Blur Text
Contract Type:
Blur Text
Sign up to view job details.
Every decision Upesi makes as a company is driven by asking how much something would help our existing and future users. Excellent customer support is essential to making sure we treat our users well, and that’s why we need support team members with the skills to delight our users 100% of the time.
Every decision Upesi makes as a company is driven by asking how much something would help our existing and future users. Excellent customer support is essential to making sure we treat our users well, and that’s why we need support team members with the skills to delight our users 100% of the time.
Effectively and efficiently manage agents to meet pre-determined Key Performance Indicators
Listen to pre-screened calls and conduct weekly coaching sessions with Agents.
Assist agents by providing floor support on customer queries.
Undertake agent motivation activities
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Conduct WPR/PIP and PMP sessions.
Maintain attendance tracker
Provide Subject Matter Expertise support to agents.
Suggest improvement to the Account Manager, as required, geared to efficiently meeting service level agreements.
Resolve escalated customer issues.
Conduct pre-shift team meetings on a daily basis.
Communicate all process, client changes and notifications to agents in a timely manner
Undertake weekly phone calls duties
Critical Areas
Detail oriented and able to meet strict deadlines while maintaining accuracy of work.
Able to follow well-defined processes and procedures and guidelines.
Have a helpful, friendly, service orientated attitude.
Ability to make decisions independently based on established knowledge and procedures.
Exceptional communication skills, both written and verbal.
Able to remain calm and professional, even with challenging clients.
Keen attention to detail and excellent memory, making clients feel known.
Able to thrive in a fast-paced, high-volume work environment.
Good organizational and multi-tasking abilities.
Problem-solving skills.
Strong phone, email, and verbal communication skills along with active listening.
Customer focus and adaptability to different personality types.
Ability to multitask, set priorities and manage time effectively.
Qualifications & Skills
Diploma or equivalent required, college degree preferred.
A Bachelor’s degree
Fluent in the English Language (neutral and clear accent)
Good knowledge of Kiswahili
Proficient in MS Office Suite – MS Word, MS Excel and MS Outlook
Good understanding of Performance Management Programme
Excellent Coaching Skills
Demonstrated exceptional Customer Service Skills
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.