Customer Service Representative

• Job Type Full Time
• Qualification BA/BSc/HND , Diploma
• Experience 2 years
• Location Nairobi
• Job Field Customer Care, Success and Service
• Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
• Resolving customer complaints or issues in a timely and efficient manner.
• Providing information to customers about products or services.
• Documenting customer interactions and transactions in a call center software or CRM system.
• Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
• Keeping current with company and industry-related information to ensure accurate information is provided to customers.
• Identifying and escalating complex customer issues to a supervisor or manager as needed.
• Following up with customers to ensure their needs were met.
• Participating in training and development programs to improve skills and performance.
• Bachelor's Degree, Diploma in Communication, Customer Relations, Public relations, or any relevant field.
• At least 2 years experience working in a call center as a Customer Service Representative;
• Knowledge of call center terminology, applications, and metrics
• Hands-on, detail-oriented, and strong execution skills.
• Good communication skills, both written and spoken, with the ability to interact with customers professionally
• Independent thinkers who can thrive in a fast-paced dynamic environment.
• Have the ability to handle pressure, meet deadlines
• Be organized and be good in time management
• Basic computer skills.