Key Responsibilities
Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
Work within agreed service levels, striving to exceed customer expectations wherever possible.
Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic.
Take ownership of queries and proactively follow through to resolution.
Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager.
Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
Maintain professional working relationship with internal and external customers, customer service management and colleagues.
Perform quality assurance on work processed.
Report workload statistics as required.
Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
Provide flexible support for team members and other teams and foster a positive and a motivating environment.
Demonstrate a positive and flexible approach to changing business priorities.
Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
Identify and escalate recurring or consistent problems with systems functionality.
Understand priorities, products and services and have a good grasp of how the company is run.
Requirements
Proven customer service skills preferably in a call center environment.
Proven Experience customer service role.
Good knowledge of relevant computer programs and telephone systems.
Ability to learn about products and services.
Excellent knowledge of English and Swahili.
Must possess excellent verbal and written communication skills.
Can work in shift.
