Call Centre Agents

Role and Objective

We are looking for an effective and efficient Call Centre agent who can 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 over 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 facilitating the flow of information and fostering 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 2nd, Feb 2015.
Only shortlisted candidates will be contacted.

Address your applications to:
Email: info@mrivanholdings.com