Customer
Support Representatives
(12 vacancies – English;
Kiswahili; French; Amharic; Arabic speakers)
Have you worked in a retail outlet
handling wireless devices such as smart phones, cell phones and laptops; audio
visual equipment; home appliances; office automation; digital imaging equipment?
Role
Summary
The selected individual(s) will be
required to provide basic technical support and exceptional customer experience
to customers in a highly professional manner.
Key
responsibilities:-
·
Receive incoming calls and provide general and technical support
to customers on Samsung products
·
Maintain customer experience levels within the stipulated
quality standards.
·
Conduct Happy Call and Customer Satisfaction Survey calls
·
Collect, confirm and update client information on CRM.
·
Record and follow up on general queries and complaints
·
Conduct a predetermined number of CSAT surveys
·
Handle complaints in a polite and professional manner.
·
Understand and adhere to the escalation process.
·
Research required information using available resources.
·
Handle online customer support if required (Emails, chat, blogs
etc.)
Minimum
knowledge, skills and experience:
·
Diploma or degree from a recognized institution
·
Fluent in the English Language (neutral and clear accent)
·
Must be proficient in any of the following languages:-
Kiswahili; French; Amharic; Arabic
·
Proficient in MS Office Suite.
·
Knowledge of any of the following products would be an
advantage: – Hand held phones; Home appliances; Audio Visual; Office
Automation; Information Technology; Digital imaging.
·
Ability to communicate clearly and effectively
·
Typing speed of 20 words per minute with an ability to type
proficiently whilst multi-tasking.
·
Excellent knowledge Windows and Office applications.
·
Maintains high levels of integrity and confidentiality of client
information.
·
Call Centre experience will provide an added advantage.
·
Must have a strong customer service orientation.
·
Excellent telephone etiquette
Certificate of Good Conduct is a
prerequisite
Language
requirements
·
English and French speakers (2 vacancies)
·
English and Kiswahili speakers (4 vacancies)
·
English and Amharic speakers (3 vacancies)
·
English and Arabic speakers (3 vacancies)
If you
believe this is an exciting and challenging opportunity for you; then please go
to
www.horizoncontactcenters.com for more details and to apply.
www.horizoncontactcenters.com for more details and to apply.
An attractive remuneration is
offered for all the above positions.
Only shortlisted candidates will
be contacted.
Closing date is Friday 7th
December 2012.
