Call Centre Agents (Entry Level)

Requirements

• Good communication skills on the telephone and in-person
  
• Friendly and helpful interpersonal style
  
• Ability to stay calm when customers are stressed or upset.
  
• Comfortable using computers.
  
• Attention to detail.
  
• Fluent in English and Kiswahili
  
• Experience working with customer support
  
• High school diploma, general education degree or equivalent
  

• Respond to customer enquires in person, by phone and online helpfully and promptly.
  
• Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
  
• Maintain record of customer communications in CRM and other systems
  
• Acknowledge and resolve customer complaints.
  
• Process orders, customer applications, and requests.
  
• Maintain customer records.
  
• Compile and distribute daily reports on customer products and credit usage.
  
• Perform customer follow up to ensure that they are enjoying the product.
  
• Identify and report computers system incidents to the technical team and the relevant managers.
  
• Make recommendations to improve customer service and business processes and systems.
  
• Prepare schedules for customer visits by technicians and sales representatives as required.
  
• M-Gas offers 24-hour customer service. Agents are expected to work agreed shifts.