iSON Xperiences is a specialist in proactive customer engagement and customer experience management. We partner with leading brands to optimize their customer experience, revenue generation, and business process management across the enterprise.
Role Overview
The Customer Care Executive is responsible for building rapport with customers and ensuring the delivery of exceptional service through digital communication channels such as chat and email. The role requires a high degree of professionalism, empathy, and adherence to quality standards in a fast-paced environment.
Duties & Responsibilities
Customer Interaction: Build rapport with customers by handling every customer chat/email in a courteous and professional manner.
Information Accuracy: Consistently impart correct product and service information during each interaction.
Service Excellence: Obtain, clarify, and verify information to/from customers to ensure the delivery of exceptional customer service.
Empathy: Demonstrate appropriate levels of empathy and provide customers with caring, individualized attention.
Data Accuracy: Accurately tag each chat/email according to the defined tagging list.
Quality Compliance: Ensure the quality of each interaction is in compliance with predefined quality parameters.
Process Improvement: Identify potential areas for process or productivity improvements and highlight them to the Team Leader.
Tool Utilization: Use relevant tools and resources provided by the company to respond to customer queries.
Adherence: Strictly adhere to established attendance schedules and meet daily performance targets.
Team Support: Provide on-the-job training support to new team members through mentor/mentee relationships.
Reporting: Provide relevant daily reports where applicable.
Escalation: Appropriately escalate customer queries to the Team Leader for speedy resolution.
Knowledge, Skills, and Abilities
Minimum of a Bachelor's Degree or a Diploma.
Excellent listening skills and the use of appropriate probing techniques.
Good typing speed and computer skills, particularly with Microsoft Office applications.
Good communication skills with a clear voice and fluency in English and local languages.
Ability to work in a team environment and maintain a calm disposition under stress.
Positive attitude and high energy levels throughout the workday.
Work Conditions
Ability to work any shift in a 24/7 work environment, including odd hours, weekends, and public holidays.
Ability to work extra hours to meet business needs.
Must reside within a reasonable travel distance to the office to facilitate ease of transport arrangements.
May be required to undergo periodic occupational-related medical examinations.
Experience Requirements
0 - 1 year of experience.
Customer service experience in a call center environment is preferred.
Good level of understanding of operations processes and product knowledge.
Behavioral Competencies
Customer Focus: Demonstrates knowledge of products/services and projects self-confidence.
Team Work: Supports colleagues and recognizes the impact of attendance on team performance.
Communication: Adapts communication style to the customer and uses logic/facts to persuade.
Managing Self: Takes personal responsibility for professional development.
Adaptability: Responds positively to changing work requirements.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as the subject of the email.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as the subject of the email. You may also apply through the job portal link: https://www.myjobmag.co.ke/job-application/1167354
