Role and Objective
The Effective and efficient operation of the call centre to ensure superior service delivery to customers. This includes serving the customer by determining requirements, answering enquiries, resolving problems, fulfilling requests and maintaining the customer database.
Tasks and Responsibilities
Ensure all inbound and outbound calls, emails and instant messages are answered in a timeous fashion
Determine the customers requirements by asking relevant questions
Answering inquiries by clarifying, researching, locating and providing information
Resolving problems by clarifying issues, exploring answers, providing alternative solutions and escalating unresolved problems
Accurate capturing of customer information and orders
Sell additional products by recognizing opportunities to up-sell
Keep equipment operational by following procedures and immediately reporting any malfunctions
Attend to customer enquiries promptly and courteously
Attend to customers through the phone, and supervises all customer services activities in the area in accordance with prepared plan agreed with the customer service manager
Open new customer accounts by following the laid down account opening procedure
Monitor customer complaints and takes measures to minimize such complaints
To maintain and enhance communications with the General Manager and customers, to facilitate the flow of information and foster co operation
Required Skills, Knowledge and Competence
Customer focus
Good communication skills both written and oral
Computer literacy and applications in Windows, and other packages
Fluent in English and Kiswahili
Timeliness and accuracy of information and reports
Strategic thinking
Result and service orientation
Self-confidence and proactive nature
If you meet the above requirements and ready for great challenges, please send your application letter, enclosing full Curriculum Vitae by 3rd, August, 2014.
Only shortlisted candidates will be contacted.
Address your applications to:
Email: info@mrivanholdings.com
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