Vacancy: Contact Support Officer We are pleased to announce the following vacancy for our client.
We are looking for a person who meets the criteria indicated below:
Reporting to the Command Centre Supervisor – the holder of the position will receive and process requests for services via the telephone and other electronic media, providing an appropriate, professional and timely response to demand from the public and other stakeholders.
Key Responsibilities:
- Interfaces with the public and other stakeholders.
- Work as part of a team of Call Handling operators.
- Make rapid, far-reaching decisions on the client activity required for each call (e.g. client business, whether assignment is required, urgency of assignment) and initiate that activity.
- Utilizing IT systems and databases to resolves call whenever possible.
- To ensure they are fully prepared for each shift (i.e. attending appropriate briefings, checking technology).
- To investigate the nature and circumstances of a call effectively, by comparing information elicited from the caller with Centre information and SOPs and undertaking risk-assessment to decide on criticality and urgency.
- To decide what action needs to be taken in relation to the call.
- To manage callers’ expectations and advise/refer them according to Centre corporate requirements, deflecting those calls that do not require the centre response, to other appropriate agencies.
- To populate relevant reports where necessary and send them to appropriate recipients.
- Compliance with Centre policy and standard operating procedures.
Role Requirements
- Diploma holder.
- 1 year call centre experience desirable.
- Ability to work as part of a team
- Ability to work on their own initiative
- Provides support and guidance for other colleagues
- Good Information Technology Skills
The post Contact Support Officer Job appeared first on Jobs in Kenya.
