About the job
Respond and attend to incoming phone calls from customers and end users.
Handle customer complaints, provide the right solutions and alternatives within the applicable SLAs; follow up to ensure resolution.
Log all customer calls and issues, maintain up-to-date records of customer interactions.
Maintain up-to-date Standard Operating Procedures of each customer they manage per the allocated accounts.
Identify customer needs and help customers use specific features.
Setup data for new customer deployments and advise on best practices.
Participate in User Acceptance Testing sessions with internal and external teams accordingly.
Perform end-user trainings and gather feedback on every training session.
Maintain up-to-date user manuals for the different products the Company offers.
Regularly review customer’s configurations to ensure they are up-to date and maximum utilization of services by customer.
Act as first point of contact between customers and the Company, and update the relevant internal teams on any new client developments.
With excellent customer service, retain customer user licenses count and grow them where possible, and overall retain customers.
Share feature requests and effective workarounds with the relevant internal teams.
Inform customers about new features and functionalities.
Set and meet targets as agreed upon with the Head of Customer Service.
Requirements
1+ Years of experience in a similar role, preferably within the tech industry.
2+ Years of experience in Customer Service Management, preferably in a Call Center.
At least a degree in Education, Business, Customer Service or any related field.
Experience in working with Customer Service management software tools.
Deep understanding of Service Level Agreements.
Good leadership, organizational, interpersonal and planning skills.
Excellent presentation skills.
Must be able to collaborate in teams.
Good troubleshooting, technical and multi-tasking skills.
Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
Must have good time management skills.
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