Contact center Agent

Qualification, Experience, Skills and Attributes

Degree/Diploma in Business related field from a recognized university

Bachelor’s degree in business studies

Proven working experience in related field e,g Customer Service or Contact Center.

Fluently in Speaking English and Kinyarwanda

Should have strong customer service skills

Should have interpersonal skills and customer orientation

Excellent communication skills, both verbal and written

· Conducting weekly and monthly training on products knowledge for branch.

· Be available as per scheduled shift to attend to customer queries on phone, email or social media channels.

· Attend to customers in a quick and responsive manner. Maintain an acceptable level of average handle time / response time per customer and thus enhance ability to achieve the set number of customers handled per hour/per shift.

· Manage personal time while on shift, adhering to set schedules and achieving set targets of productive time in serving customers.

· Educate customers with information on products and services.

· Escalate customer issues that require further intervention, investigation, or analysis for resolution in the prescribed format and tools.

· Collect and escalate customer feedback on products, services, and the brand in general and be a positive brand ambassador at all touch points.

· Adhere to set policies and procedures including KYC, preservation of customer information confidentiality, safeguarding customer data and funds at.

· Documentation of customer queries into the CRM system to ensure monitoring of TAT and prompt closure of customer complaints/ inquiries.