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Customer Service Assistants

4 months ago

Nairobi, Nairobi Area, Kenya Mount Kenya University Full time

Mount Kenya University (MKU) is a fully fledged chartered university committed to a broad-based, wholistic and inclusive system of education.

It has an overall goal of promoting human resource development for society's progressive good.

Duties and responsibilities:
Managing large amounts of inbound calls in a timely manner
Following current procedures when transferring a call to another member of staff for specialist advice.
Ensuring that customers are advised of alternative communication methods.
Identifying customers' needs, clarifying information, and providing solutions and/or alternatives
Keep record of all calls received in our call center database in a comprehensible way
Meet personal/team qualitative and quantitative targets
Dealing with all calls and enquiries received within the Campus in line with the University's policies and procedures.
Liaising with colleagues in relevant offices so as to resolve inquiries appropriately.

Requirements
Skills

Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively

Qualification

Education and Experience

Must have:
Bachelor's degree Communication/Marketing/Public relations or in any other related area of specialization
One (1) year experience in a customer support role
Must be Computer Literate.;

OR

Higher National Diploma in relevant area of specialization
2 years' experience in Grade 7 at MKU or at a similar position in a recognized academic institution.
Previous experience in a customer support role
Must be Computer Literate.;

OR

Diploma in Public Relations/Marketing/Mass Communication or in any other relevant area of specialization.
2 years' experience in Grade 7 within MKU or at a similar position in a recognized academic institution.
Previous experience in a customer support role
Must be Computer Literate.;