The Contact Center Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.
Key Responsibilities
Initiate and implement corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
Receive customer queries and ensure these are resolved promptly.
Proactively listen to handle all queries efficiently while maintaining service quality and standards.
Help minimize defaults by reaching out to customers with delayed payments.
Proactively contact dormant customers directly to resolve any pending issues.
Build and maintain good customer relationships, respecting the diversity of the customer base.
Report issues raised by customers to call center team managers that require immediate actions or resolutions from management.
Evaluate customer satisfaction levels after sales to increase customer retention.
Gather and document information about customers and products via available systems.
Perform other tasks or duties as assigned.
Requirements
Bachelor’s degree or Diploma with at least a year of job-related work experience.
Proficiency in the Degodia language.
Basic knowledge of Excel spreadsheets and data entry skills.
Experience in assisting customers is an added advantage.
Ability to work in a flexible, creative work environment with fast-evolving operations.
Ability to multitask while working under tight deadlines with close attention to detail.
Maintain a professional and courteous demeanor with customers.
Excellent verbal and written communication skills in both English and Swahili.
