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
Service Quality: Initiate and implement corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
Query Resolution: Receive customer queries and ensure these are resolved promptly.
Active Listening: Proactively listen to handle all queries efficiently while maintaining service quality and standards.
Credit Control: Help minimize defaults by reaching out to customers with delayed payments.
Retention & Engagement: Proactively contact dormant customers directly to resolve any pending issues, check customer satisfaction degree after a sale, and increase customer retention.
Relationship Management: Build and maintain good customer relationships regarding the diversity of the customer base.
Escalations: Report to the call center team managers issues raised from customers that need immediate actions or resolutions from the management.
Data Management: Gather and document information about the customer and the product via available applicable systems.
Other Duties: Perform any other tasks or duties that may be assigned.
Requirements & Qualifications
Education: Hold a Bachelor’s degree or Diploma.
Experience: At least one year of job-related work experience in customer assistance or related field.
Language Skills: Demonstrated proficiency in the Rendile language (as specified in the role title) and/or Gabra language, with excellent verbal and written communication skills in both English and Swahili.
Technical Skills: Basic knowledge of Excel spreadsheets and data entry skills.
Work Environment adaptability: Open to working in a flexible and creative work environment with fast-evolving operations, and able to work in shifts.
Core Competencies: Ability to multitask while working under tight deadlines with close attention to detail, remaining professional and courteous with customers at all times.
How to Apply
Interested candidates should submit their application through the online form provided on the original job posting page.
How to Apply
Apply by visiting the original job post and filling out the application form at: https://www.myjobmag.co.ke/job/contact-center-executive-rendile-speaking-greenlight-planet
