Job Title: Contact Centre Agent
Company Profile
Company Profile
KenCall is Kenya’s largest
contact center operating globally and providing call center and Business
Process Outsourcing (BPO) services to organizations worldwide
Job Profile
The contact centre agent
responds to customer needs in a professional, service-oriented manner and
maintains the highest level of customer satisfaction by seeking first contact
resolution.
Main Responsibilities of the Job:
Provide professional customer service by:
Main Responsibilities of the Job:
Provide professional customer service by:
- Listening
attentively to customers and responding to customer enquiries via email,
live chat and phone
- Anticipating
potential needs or problems of customers
- Maintaining
a balance between business and customer needs
- Following
through on commitments
- Making
recommendations of alternate solutions if customer expectations cannot be
met and following relevant escalation contact protocols
- Maintaining
confidentiality of information
- Achieving
first contact resolution (FCR)
- Handling
complaints or issues satisfactorily
- Providing
accurate information about products and services
- Processing
transactions effectively
Working Conditions
Hours of work will vary and
shift work will be required
Agents may be required to
sit for long periods of time
Main Skills
Main Skills
- Excellent
verbal and written communication skills
- A minimum
typing speed of 30wpm (A MUST)
- Ability to
learn detailed instructions quickly
- Superior
problem solving skills
- A high level
of comfort in purchasing and using digital music
- Ability to
explain detailed instructions articulately and clearly
- Ability to
multi-task effectively
- Technical
aptitude
Personal Qualities
- Strong work
ethic
- Exceptional
customer service skills
- Ability to
recognize sales opportunities
- Excellent
telephone manner
- A Passion
for the music and media industry
- Positive attitude
- Excellent
personal grooming
- Clear
neutral accent
Qualifications
- An Education
background in the arts, preferably music.
- Multi-channel
experience is preferred: email/chat/phone
- Knowledge of
computer and communication systems
- Experience
in customer service environments an asset
- Previous
contact centre experience an asset
- International
exposure is highly advantageous
Note: To apply, please go tohttp://www.kencall.com/cats/careers and apply Online.
Applications through any
other channels will NOT be accepted.
