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Mogo Kenya Limited
Banking + 2 more
Description
Education:
- Diploma or equivalent; a college degree in Business Administration, or related field is preferred.
Experience:
- Previous customer service experience is preferred.
Skills:
- Excellent communication and interpersonal skills. (Both English and Kiswahili)
- Strong problem-solving abilities and attention to detail.
- Proficiency in using customer service software, databases, and tools.
- Ability to handle stressful situations and difficult customers with patience and professionalism.
- Good organizational and time management skills.
- Speed.
- Good typing skills
Additional Requirements:
- Ability to work flexible hours, including evenings, weekends, and holidays if needed.
- Familiarity with CRM systems and practices.
Physical Requirements:
- Ability to sit for extended periods while using a computer.
- Ability to work with headphones for extended time periods
- Customer Interaction:
- Respond promptly to customer inquiries via phone, email, live chat, and social media.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Maintain a positive, empathetic, and professional attitude toward customers always.
Problem Resolution:
- Identify and assess customers' needs to achieve satisfaction.
- Troubleshoot and resolve customer issues accurately and efficiently.
- Escalate unresolved issues to the appropriate departments or management.
Product Knowledge:
- Develop a deep understanding of the company’s products and services.
- Stay updated with product changes and enhancements to provide accurate information.
Documentation and Reporting:
- Document all customer interactions, inquiries, and complaints in the CRM system.
- Prepare and maintain detailed records of customer interactions and transactions.
- Provide feedback on the efficiency of the customer service process.
Team Collaboration:
- Collaborate with other team members to ensure consistent and high-quality customer service.
- Participate in team meetings, training sessions, and ongoing professional development.
- Sales. Respond to all sales inquiries and generate applications from the inquiries.
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