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Customer support, client care Jobs in Kenya

19

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Upesi Money Transfer Limited

Fuzu Exclusive
Contact Centre Team Lead

Nairobi, Kenya

Nala Money

Fuzu Exclusive
Customer Support & Operations Manager

Nairobi, Kenya

Leading company in Beauty, cosmetics

Fuzu Exclusive
Customer Service Assistant

Nairobi, Kenya

HAKKI Car Finance LIMITED

Fuzu Exclusive
Call Center Staff / Business Relation

Nairobi, Kenya

Poplar hospital

Fuzu Exclusive
Receptionist

Nairobi, Kenya

NCBA

Customer Loyalty Partner

Nairobi, Kenya

Black Pen Recruitment

Senior Customer Service Trainer (Fintech / Cryptocurrency)

Nairobi, Kenya

Black Pen Recruitment

Customer Success Content Manager (Fintech / Cryptocurrency)

Nairobi, Kenya

Black Pen Recruitment

French - Speaking Customer Success Content Manager

Nairobi, Kenya

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Human Capital Synergies Africa

Call Center Agents

Nairobi, Kenya

Closing: Jun 5, 2022

19 days remaining

Published: May 11, 2022 (6 days ago)

Job Requirements

Education:

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Work experience:

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Language skills:

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Job Summary

Contract Type:

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The Contact Centre team is the 'frontline' for ensuring all users can achieve Upesi’s mission. To do so, delighting the users remains a core value for the team.

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.


Responsibilities
The Contact Centre team is the 'frontline' for ensuring all users can achieve Upesi’s mission. To do so, delighting the users remains a core value for the team.

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.


Key Resposibilities
  • 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

  • Exceptional telesales skills.
  • 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


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