Call center agent

2 weeks ago

Nairobi, Nairobi Area, Kenya SWATX Full time 90,000 - 120,000 per year

Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

Requirements

  • High school diploma or equivalent is required; a degree in a related field is a plus.
  • Prior experience in a customer service or call center role is preferred.
  • Strong communication skills, both verbal and written.
  • Ability to handle stressful situations and manage customer expectations effectively.
  • Proficient in using computer systems and CRM software.
  • Fluency in Arabic is preferred; knowledge of English is an advantage.

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