Customer Care Jobs in Kenya
Customer Care Associate
Responsibilities
- Respond to, resolve and record all callers’ enquiries & complaints and maintain records of all interactions.
- Provide customers with process and service support with regards to all Academy operations, billing information, construction, marketing, curriculum support and IT systems support.
- Identify, resolve or escalate all reported issues and complete all call logs.
- Research required information using all available resources to offer prompt resolution.
- Update the existing databases with changes and the status of each caller / reported issue.
- Make timely follow-up calls on initial contacts, to provide feedback and progress on issues raised.
- Data entry and maintenance of callers and potential customers’ data bases.
- Any other duties as may be assigned from time to time
Qualifications and Educational Requirements
- A diploma in Customer Service, Marketing, Supply Chain Management, Business Management or any related field.
- At least two years Customer Care experience, Customer Service or help desk support.
- Must be fluent in LUGANDA and two other local languages 1 of which has to be: Lusoga, Japadhola or Samia
Preferred Experience and Skills
- Customer service oriented, high level of motivation & professional telephone etiquette.
- A crisp clear and neutral accent.
- Resilience, ability to function under high pressure environment, dependable, responsible, able to follow specific instructions as well as deliver on commitments.
- Quick learner with sound analytic skills & a proven performance track record. Able to grasp new & existing work models, aspects & development.
- Excellent verbal and written communication skills- fast and accurate typing.
- A responsible & positive attitude, able to comprehend, capture as well as interpret basic & complex caller information.
- Excellent people skills, ability to build rapport & relationships with all stakeholders.
- Quick decision-making abilities & independence, ability to ‘think on your feet’.
- Ability to meet strict deadlines, pay attention to detail, accuracy in record keeping & tracking repetitive tasks.
- Pleasant and friendly mannerism, ability to treat people with respect under all circumstances, instill trust in others & uphold the values of the organization.
- Basic computer knowledge / technological skills, proficiency in Ms office suites, keyboarding skills adept in using search tools, browsers and common email applications
- Sound memory & judgment, probing skills, able to manage difficult caller situations, to respond promptly to the needs of the customer & solicit feedback to improve service.
- Ability to adapt to change, meet the changing demands of the work environment, work long hours on different shifts across a 24-hr period & weekends.
- Ability to multitask, work well as an individual & part of a team; to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback & contribute to team building.
- Outgoing and energetic personality, good social skills.
Salary: Kshs. 25,000 gross
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