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Gap Recruitment Call Center Agent Job(28K) Kenya 2021

Gap Recruitment Call Center Agent Job(28K) Kenya 2021
Career Employment Kenya: Gap Recruitment Call Center Agent Job(28K) Kenya 2021
Job Description: Today vacancy in Kenya

Gap Recruitment Call Center Agent Job(28K)

Call Center Agent Job, Latest Customer Service Jobs Kenya 2022, 

Job Title: Call Center Agent

Industry: Solar & Energy

Location:  Nairobi

Gross Salary: 28,000+ incentives

Job Purpose: Call Center Agent will act as the first line of service to all customers and will be expected to provide a one-stop service experience in a consistent, professional manner while embracing the company’s value. The successful candidate will also be expected to actively represent the customer throughout the organization by highlighting trends, suggesting and implementing service improvements.

Responsibilities

  • Attend to inbound calls & provide customers with accurate, relevant and useful information regarding all aspects of our products and services.
  • Execute outbound calls for provision of customer feedback & telemarketing campaigns
  • Ensure that all customer queries, problems and complaints are fully resolved end-to-end within the set turn-around times and in liaison with the relevant teams
  • Escalate all issues not resolved on line to the relevant departments in accordance with the provided escalation matrix
  • Execute battery telephone sales in accordance with set monthly sales targets
  • Use sound judgment and take decisions that will maximize customer satisfaction.
  • Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact (First Call Resolution)
  • Update customer records on the CRM and any other relevant systems
  • Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s

Key Performance Indicators:

  • Maintain the target Service Level by prompt handling of all inbound calls within the set ring-time and ensuring schedule adherence
  • To support all marketing-related programs by meeting Dial A Battery sales opportunity to individual and corporate customers
  • Adhering to the set call quality parameters and providing customers with quality telephone interactions
  • Following set Customer Experience Standards and ensuring adherence to all scripts and processes

Qualifications

  • Bachelor’s Degree or Diploma in business administration, sales & marketing or related business studies
  • Minimum of 2 years’ professional experience in customer experience with a proven track record in products sales and customer satisfaction
  • Should be versed with various Call Center Metrics (e.g. CAR, Service Level, Call Quality, AHT) and CRM or ERP system,
  • Aged between 22 and 28 years.
  • Superior verbal and written communication skills, with an ability for tact and diplomacy
  • Excellent interpersonal, organizational, multi-tasking and time-management skills
  • Ability to work with diverse teams as a team player
  • Outgoing personality and demonstrated passion for customers

How to Apply

Interested and qualified candidates to send their resumes to vacancies@gaprecruitment.co.ke latest by 28th January 2022

Indicate email subject as: Call Center Agent.

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2022-01-24T13:55:17+03:00