QSSK-WACSE-West Africa Customer Service Executive at Q-Sourcing Servtec Group
3 weeks ago
Q-Sourcing Servtec Group is a global management consulting firm that helps people make significant improvements to their business performance and realize their most important career goals.
Summary
Our client is seeking a highly motivated and skilled individual to actively participate as a call agent for the Customer Experience Center based in Nairobi to Support the company’s growth in West Africa by connecting suppliers and customers with our products. This role will support an exciting effort to strengthen the company’s coverage in francophone West Africa, starting with Senegal.
KEY ROLES AND RESPONSIBILITIES
Phase 1: Building Out a Supplier Database for Senegal
Review an initial list of suppliers and contact information provided by the company’s team
Through existing contacts, proactively identify new suppliers; collect contact details and reach out to retailers, hardware shops and other suppliers (past and current) of company products; primarily in Senegal to start
Create a database of supply chain actors in Senegal and to track their status (e.g., active or inactive), existing company stock and/or interest to stock and sell the company’s products
Phase 2: Connect Customers with Suppliers
Handle calls to and from callers on behalf of the company and ensure they comply with company guidelines particularly related to quality of service while carrying out their duties.
Managing inbound and outbound calls in a timely manner
Following call center scripts when handling different topics
Identifying customers’ needs, clarify information, research every issue and providing solutions.
Seize opportunities to upsell products when they arise.
Build sustainable relationships and engage customers by taking the extra mile.
General:
Keep records of all conversations in our call center database in a comprehensible way
Frequently attend educational seminars to improve knowledge and performance level.
Meet personal/team qualitative and quantitative targets.
QUALIFICATIONS AND EXPERIENCE:
Bilingual; able to fluently speak in French and English; Wolof language strongly preferred
Bachelor’s degree preferred but Customer Service Certification with at least 1 year experience okay.
Previous experience in a customer support role
Track record of over-achieving quota
Strong phone and verbal communication skills along with active listening
Familiarity with CRM systems and practices
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively.
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