Responsibilities for a Customer Care Internship
Manage large volumes of inbound calls in a timely manner
Follow communication ‘scripts’ when handling various enquiries
Identify customers needs, clarify information, research every issue with a view to providing solutions and/alternatives
Manage and resolve customer complaints
Provide customers with product and service information
Update existing customer information
Identify and escalate priority issues
Route calls to appropriate resource where necessary
Follow up customer calls where required
Document all call information according to standard operating procedures
Complete call logs
Produce call reports
Customer Care Internship Requirements
At least a diploma in journalism, IT or business related course, or equivalent
Proficient in computer applications programs
Proficient in spoken English and Kiswahili
Strong and good phone, listening and verbal communication skills
Familiarity with CRM systems will be an added advantage
Good data entry and typing skills
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and effective time management skills
Resilience and capable of working long hours
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