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Care Centre Customer Representative
Location:
KE-Nairobi
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Job Description/Requirements

Role Summary
The job holder is responsible for supporting our care centre walk in customers who experience challenges while consuming our products. S/he receives complaints and questions, educates customers about new and existing products and services, take in customer feedback and passes it back to the business. S/he helps customers understand and consume the product by answering questions about their challenges and concerns. Attracts potential customers by upselling and cross selling to ensure customer satisfaction.

The performance of this role holder will be assessed on the basis of the achievements made on:
• Customer Satisfaction (CSAT)
• Resolution Rate
• Customer effort score
• Total tickets severed and closed
• First response time

Key Responsibilities
• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommend potential products or services to the business by collecting customer information and analysing customer needs.
• Recommend new products, services, promotions and deals to the customers.
• Prepare product or service reports by collecting and analysing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication with customers.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Answer questions about T&C’s, FAQ’s

JOB DESCRIPTION
• Act as the company gatekeeper.
• Suggest solutions when a product malfunctions.
• Cross sell/upsell products and services.
• Train customers on existing and new products and markets.
• Work with customer service manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction.

Business Competencies Required
• Good customer care skills
• Good communication and reporting skills
• Listening skills
• Attention to detail
• Positive attitude towards work
• Excellent interpersonal Skills
• Excellent command of both written and spoken English and Kiswahili

Academic and Professional Qualifications
• Degree in any field
• Proficiency in Microsoft Office
• Call Centre, Sales or Customer Service experience

Relevant Experience
• Minimum 2 years customer service experience.
• Excellent command of both written and spoken English and Kiswahili.

Lilian
Kenya
00100
Nairobi, KE 254

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