Call Center Representative

4 weeks ago


Nairobi, Nairobi Area, Kenya Influx Full time
We're seeking detail-oriented and empathetic individuals to join our international team as Call Center Representatives. You'll provide exceptional customer service via phone, email, and live chat, resolving issues and building trust with clients and stakeholders. Key responsibilities include managing high volumes of customer contacts, maintaining knowledge and implementing client updates, and achieving strict call-handling KPIs. Minimum requirements include 1 year of call center experience, excellent English communication skills, and strong problem-solving and negotiation skills. You'll work in a fast-paced environment, multitasking and taking ownership of situations. We operate 24/7, and you'll be required to work weekends on a rotating roster. You'll need a minimum 15mbps wired internet connection, i5 processor or i3 processor 6th generation, and 8GB Ram. A wired headset and quiet working environment are also necessary. You'll be empowered to work with little supervision, and your ability to multitask and not get frustrated is essential. A track record of achieving KPIs and delivering strong CSAT scores is also required. As a Call Center Representative, you'll be the face of our company, providing a positive customer journey and maintaining strict call-handling KPIs. You'll work closely with other departments to resolve customer issues and communicate effectively with peers and your manager. You'll also contribute to a high-performance and friendly workplace culture. We're looking for individuals who are happy to be empowered to work with little supervision and can take ownership of situations. If you're detail-oriented, empathetic, and have excellent communication skills, we want to hear from you. You'll be working with a global team, providing customer service to clients and stakeholders. Your ability to multitask and work in a fast-paced environment is essential. You'll need to be able to work weekends on a rotating roster and have a minimum 15mbps wired internet connection, i5 processor or i3 processor 6th generation, and 8GB Ram. A wired headset and quiet working environment are also necessary. You'll be empowered to work with little supervision, and your ability to multitask and not get frustrated is essential. A track record of achieving KPIs and delivering strong CSAT scores is also required. **Key Responsibilities:**
* Manage high volumes of customer contacts via phone, email, and live chat
* Maintain knowledge and implement client updates
* Achieve strict call-handling KPIs
* Work closely with other departments to resolve customer issues
* Communicate effectively with peers and your manager
* Contribute to a high-performance and friendly workplace culture
* Identify and assess customers' needs to achieve satisfaction
* Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
* Achieve client and company KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
* Strong knowledge in understanding of the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate
* Deliver on your promises and obligations to drive an exceptional customer experience

**Minimum Requirements:**
* 1 year of call center experience
* Excellent written and verbal English communication skills
* Strong problem-solving and negotiation skills
* Ability to work in a fast-paced environment
* Ability to multitask and not get frustrated
* Track record of achieving KPIs and delivering strong CSAT scores
* Minimum 15mbps wired internet connection
* Minimum i5 processor or i3 processor 6th generation
* Minimum 8GB Ram
* Wired headset
* Quiet working environment

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