Customer Service (Call Centre)

Customer Service Representatives
Kiambu
February 26, 2025
Contract/ Freelance
Application deadline closed.

Job Description

Our Client is seeking a motivated and customer-focused Call Center Representatives to join their dynamic team. As a Call Center Representative, you will be the first point of contact for our customers, providing exceptional service and resolving inquiries efficiently and professionally. You will play a vital role in ensuring customer satisfaction and maintaining our company’s positive reputation.

 

Responsibilities:

  • Customer Interaction:Answer incoming calls promptly and professionally.
  • Provide accurate and helpful information to customers regarding products, services, and policies.
  • Actively listen to customer concerns and demonstrate empathy.
  • Maintain a positive and courteous demeanor throughout all interactions
  • Handle a high volume of calls while maintaining quality service.
  • Problem Resolution:Troubleshoot and resolve customer issues effectively.
  • Escalate complex issues to appropriate departments or supervisors.
  • Follow up with customers to ensure issue resolution and satisfaction.
  • Document all customer interactions and resolutions accurately in the CRM system.
  • Data Entry and Record Keeping:Accurately enter customer information and call details into the database.
  • Maintain organized and accurate records of customer interactions.
  • Generate reports as needed.
  • Adherence to Procedures:Follow established call center procedures and protocols.
  • Meet or exceed performance metrics, such as call handling time, customer satisfaction scores, and first-call resolution rates.
  • Maintain up to date knowledge of company policies.
  • Product/Service Knowledge:Maintain a thorough understanding of company products and services.
  • Stay updated on any changes or updates to products, services, or policies.

Qualifications:

  • High school diploma or equivalent.
  • Previous experience in a call center or customer service role preferred.
  • Excellent verbal and written communication skills.
  • Strong active listening and problem-solving skills.
  • Ability to handle a high volume of calls and work under pressure.
  • Proficiency in using computer systems and CRM software.
  • Ability to multitask and prioritize tasks effectively.
  • Reliable internet connection, and appropriate workspace if a remote position.
  • Positive attitude, and a strong work ethic.
    Preferred Qualifications:
  • Experience with specific call center software or systems.
  • Bilingual skills.
  • Experience in a specific industry related to the company.