Latest in Kenya 2013. Contact Centre Agent
KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.
As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this
industry.
Title: Contact Centre Agent
Location: Nairobi, Kenya
Openings: 100
Job Profile
The contact centre agent responds to customer needs in a professional, service-oriented manner and
maintains the highest level of customer
satisfaction by seeking first contact resolution.KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country. We provide telemarketing and customer support services to customers in Britain and the U.S.
As we expand, the following vacancies are available that will give you the opportunity to join a team of energetic, enthusiastic and enterprising people who are committed to shaping the future of this
industry.
Title: Contact Centre Agent
Location: Nairobi, Kenya
Openings: 100
Job Profile
The contact centre agent responds to customer needs in a professional, service-oriented manner and
Main Responsibilities of the Job:
Provide professional customer service by:
Listening attentively to customers and responding to customer enquiries via email, live chat and phone
Anticipating potential needs or problems of customers
Maintaining a balance between business and customer needs
Following through on commitments
Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
Maintaining confidentiality of information
Achieving first contact resolution (FCR)
Handling complaints or issues satisfactorily
Providing accurate information about products and services
Processing transactions effectively
Working Conditions
Hours of work will vary and shift work will be required
Agents may be required to sit for long periods of time
Main Skills
Excellent verbal and written communication skills
A minimum typing speed of 30wpm (A MUST)
Ability to learn detailed instructions quickly
Superior problem solving skills
A high level of comfort in purchasing and using digital music
Ability to explain detailed instructions articulately and clearly
Ability to multi-task effectively
Technical aptitude
Personal Attributes
Strong work ethic
Exceptional customer service skills
Ability to recognize sales opportunities
Excellent telephone manner
A Passion for the music and media industry
Positive attitude
Excellent personal grooming
Clear neutral accent
Educational and/or Other Requirements/Qualifications
An Education background in the arts, preferably music.
Multi-channel experience is preferred: email/chat/phone
Knowledge of computer and communication systems
Experience in customer service environments an asset
Previous contact centre experience an asset
International exposure is highly advantageous
Career applications are accepted daily online on www.kencall.com
KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.
Only completed applications including an attached CV/Resume will be considered
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