MAIN PURPOSE OF JOB:
The primary responsibility for Customer Service Administrator is to provide high level customer service support to respective clients. This position creates a positive first and last impression for CarePay to manage and continually improve the Customer Service experience for CarePay customers.
DUTIES AND RESPONSIBILITIES:
Customer Service Duties
Manage all incoming call centre tickets within the ticketing system ensuring they are responded to within the set times. Follow up with respective departments if need be to ensure all escalations are resolved.
Receive and resolve client complaints/inquiry via phone, emails, social media and/or ticketing system.
Manage and monitor the customer service escalation lines.
Initiate all daily customer support process request and ensure they are completed within the set timelines.
Monitor the social media accounts and update the Customer Service Manager accordingly.
Initiate and manage the dissemination of bulk communication through various channels.
Monitor and track compliments & complaints and ensure the complaints are all addressed.
Draft and update FAQs for all products in collaboration with the product owners.
Assist the Customer Service Manager in conducting Quality Assessments.
Assist the Customer Service Manager in continuous training of the call center agents.
Assist the Customer Service Manager in conducting surveys as required.
Performs “on call” duties during off-hours of operation as needed. Be available to deal with the out of hours calls and direct them accordingly to bring the customers problem to a satisfactory conclusion.
Support the office in the absence of the customer service & front office administrator.
Any other duties as assigned by the Customer Service Manager and/or his/her designate.
KEY PERFORMANCE MEASURES:
Proper representation of Carepay and provide quality customer service.
Continual improvement in the Customer Satisfaction level.
Percentage of escalated issues offered as first response within the agreed timelines.
Percentage of escalated issues resolved within agreed timelines.
Well managed and supported front office.
EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE:
Relevant bachelor’s degree qualification with customer service qualifications.
Minimum two (2) years’ experience in customer service or similar position of which one (1) should be at a call center.
Experience working with a call center and ticketing system is essential.
Experience in customer service processes and practices to improve efficiency and the experience of customers.
Requires a very pleasant yet professional personality who has a passion for customer service support.
KEY SKILLS AND COMPETENCIES:
Excellent written and verbal English and Swahili communication skills.
Excellent customer awareness, focus and exceptional customer service skills
Good interpersonal skills and ability to work with cross cultural and diverse teams.
Ability to persuade and influence others in order to build and maintain good customer relationships.
Highly energized and pro-active.
Good analytical and problem solving skills.
Strong organizational skills
Strong administrative skills.
Ability to prioritize, multitasking and attention to detail.
Able to work flexibly and to respond effectively to changes in workload and the needs of customers
A self-starter with initiative and work with minimum supervision but a good team player.
Proficient in Microsoft Office.
PERSONAL ATTRIBUTES:
Be reliable, adaptable, neat and flexible.
Discretion in handling confidential information.
Acts with high degree of integrity, professionalism, discretion, credibility, and a commitment to CarePay’s mission
