cec agent-multilingual(french,english,kinyarwanda)

JOB TITLE: CEC AGENT-MULTILINGUAL

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a man power management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced CEC Agent-Multilingual to work in Nairobi, Kenya

Job Summary:

The purpose of this role is to deliver efficient call center support by managing customer leads and inquiries across multiple channels, ensuring timely follow-up, accurate reporting, and effective country championing.

DUTIES & RESPONSIBILITIES:

Lead & Customer Management

· Handle daily inbound and outbound leads and update responses on the leads tracker.

· Send SMS updates to customers with requested details.

· Handle WhatsApp inquiries and share product/service information with customers.

· Follow up on leads to support conversion into sales.

· Escalate leads that require handling by Sales Associates.

Country Champion

· Serve as the Country Champion for Rwanda, Madagascar, and French-speaking countries.

· Attend country-specific meetings and provide relevant updates.

Survey Management

· Conduct surveys for the countries championed, including:

· Customer Database Survey

· Masons Survey

· Other surveys as assigned

· Follow the approved survey scripts and document all responses accurately.

· Prepare survey reports and present findings to management.

General Duties

· Prepare and submit quarterly progress reports highlighting activities, performance, and achievements.

· Attend monthly report meetings to provide updates and insights.

· Perform any other duties assigned by the supervisor to support the team's goals.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

· Languages: Fluent in French, Kinyarwanda, and English (spoken and written).

· At least 1–2 years of experience in a call centre, customer service.

· Strong communication (verbal & written) and interpersonal skills.

· Proficiency in CRM tools for lead tracking and reporting.

· Must be highly skilled in Google Workspace tools (Docs, Sheets, and Presentations) for reporting, documentation, and collaboration.

· Strong attention to detail and ability to manage multiple tasks effectively.

Interested and qualified applicants should submit their applications through the link below.

Note:

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

Requirements

Languages: Fluent in French, Kinyarwanda, and English (spoken and written).

· At least 1–2 years of experience in a call centre, customer service.

· Strong communication (verbal & written) and interpersonal skills.

· Proficiency in CRM tools for lead tracking and reporting.

· Must be highly skilled in Google Workspace tools (Docs, Sheets, and Presentations) for reporting, documentation, and collaboration.

· Strong attention to detail and ability to manage multiple tasks effectively.

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