Call Center Representatives

1 day ago

Nairobi Nairobi City Kenya Bridge Talent Management Full time $20,000 - $30,000 per year

Job Overview Our client in the microfinance is looking for a skilled call center representative. The call center representative is responsible for managing inbound and outbound communication with customers across phone, email, and chat channels. This role ensures customer satisfaction by addressing inquiries, resolving complaints, logging interactions, and providing accurate product and service information. The representative will also support sales initiatives through upselling and contribute to continuous service improvement through feedback collection. Key Responsibilities: Customer Interaction: Handle inbound and outbound calls to respond to inquiries, provide support, and resolve customer concerns. Customer Support & Problem Solving: Address customer complaints with professionalism, ensuring a positive customer experience and timely issue resolution. Communication & Documentation: Maintain accurate records of customer interactions using CRM systems while adhering to communication protocols. Sales & Upselling: Identify opportunities to promote additional products or services and work toward achieving sales targets. Performance & Quality Adherence: Follow approved scripts while maintaining a personable tone, ensuring adherence to performance metrics including resolution time and call quality. Database Management: Regularly update and maintain customer data, including contact information and transaction history. Technical Troubleshooting: Diagnose and resolve basic technical issues or escalate them to the appropriate department when necessary. Product & Service Knowledge: Provide comprehensive information about products and services, including pricing, features, and benefits. Feedback Collection: Gather and report customer feedback to help enhance products, services, and overall customer experience. RequirementsQualifications & Skills:Proven experience in a call center or customer service environment preferredExcellent verbal and written communication skillsStrong problem -solving and interpersonal skillsAbility to multitask and manage time effectivelyFamiliarity with CRM systems and practicesSales experience or aptitude is a plusHigh school diploma or equivalent; additional certification in customer service is a plus If you meet the above qualifications, send your application letter and resume to ;\/span> before the 11th June 2025 with the subject line "Call Center Representative". Only shortlisted candidates will be contacted for the interviews.

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