Key Responsibilities:
Customer Interaction:
Respond promptly to customer inquiries via phone, email, live chat, and social media.
Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
Maintain a positive, empathetic, and professional attitude toward customers always.
Problem Resolution:
Identify and assess customers’ needs to achieve satisfaction.
Troubleshoot and resolve customer issues accurately and efficiently.
Escalate unresolved issues to the appropriate departments or management.
Product Knowledge:
Develop a deep understanding of the company’s products and services.
Stay updated with product changes and enhancements to provide accurate information.
Documentation and Reporting:
Document all customer interactions, inquiries, and complaints in the CRM system.
Prepare and maintain detailed records of customer interactions and transactions.
Provide feedback on the efficiency of the customer service process.
Team Collaboration:
Collaborate with other team members to ensure consistent and high-quality customer service.
Participate in team meetings, training sessions, and ongoing professional development.
Sales. Respond to all sales inquiries and generate applications from the inquiries.
What you will need:
Education:
Diploma or equivalent; a college degree in Business Administration, or related field is preferred.
Experience:
Previous customer service experience is preferred.
Skills:
Excellent communication and interpersonal skills. (Both English and Kiswahili)
Strong problem-solving abilities and attention to detail.
Proficiency in using customer service software, databases, and tools.
Ability to handle stressful situations and difficult customers with patience and professionalism.
Good organizational and time management skills.
Speed.
Good typing skills
Apply via :
talent.sage.hr