Contact Center Executive (Samburu Speaking)

Key Responsibilities

• Service Standards: 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.
• Customer Care: Proactively listen to handle all queries efficiently while maintaining service quality and standards.
• Default Management: Help minimize defaults by reaching out to customers with delayed payments.
• Re-engagement: Proactively contact dormant customers directly to resolve any pending issues.
• Relationship Building: Build and maintain good customer relationships regarding the diversity of the customer base.
• Escalation and Reporting: Report to the call center team managers issues raised from customers that need immediate actions or resolutions from the management.
• Retention: Check customer satisfaction degree after a sale and increase customer retention. 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.

Candidate Profile & Requirements

• Hold a bachelor’s degree or Diploma with at least a year of job-related work experience.
• Demonstrate proficiency in the Samburu or Gabra language.
• Possess basic knowledge of Excel spreadsheets and data entry skills.
• Have experience in assisting customers (valued addition).
• Open to working in a flexible and creative work environment with fast-evolving operations.
• Able to multitask while working under tight deadlines with close attention to detail.
• Always remain professional and courteous with customers.
• Have excellent verbal and written communication skills - both in English and Swahili.
• Able to work in shifts.