Customer Service Rep Kenyan Jobs

Customer Service Kenyan Jobs

Company Profile
The Wananchi Group is Africa’s pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services.

We’re in the process of rolling out Africa’s most innovative cable network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth.

Customer Service Representative

Job Purpose

• Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner.
• Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service summary reports.

Key Roles:

• Managing and Maintaining relationships with customers and colleagues.
• Managing and resolving a variety of customer queries and complaints – to answer all calls within company defined time limits and resolve customer queries
• Capturing and recording customer requests and information – classify reasons for calls and retrieve information from systems
• Meeting and adhering to performance standards
• Ability to work autonomously towards defined individuals, team targets and goals
• Team player able to contribute to and work within teams
• Ability to communicate effectively and efficiently with both customers and coworkers
• Written communication skills
• Participate as an active member of the call center team through attending meetings, sharing information on systems, processes etc.
• Take ownership of all calls received and handle them to completion or escalation
• Maintain confidentiality of all customer related information
• Comply with company security and use access to company related information in accordance with company procedures
• Answer, transfer and escalate calls with the necessary telephone etiquettes, greetings and closure
• Follow through what has been requested by the customer offering solutions and altenatives
• Adhere to call center schedule and demonstrate punctuality and reliability

Qualifications & Desired Skills:

• Minimum of bachelor degree
• 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent organization and time management skill
• Strong analytic skills and comfort in PC based reporting systems and processes
• Ability to maintain productivity under pressure and to multitask effectively
• Must have superior coaching, leadership and interpersonal skills
• Punctual, regular, and consistent attendance
• Tact, diplomacy and sensitivity

If you are interested in the role , send your application and CV to recruit@ke.wananchi.comwith the subject line Customer Service Representative not later than 4th April 2014.

Your mail application will be considered should you meet the desired qualifications.

Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Note only short-listed candidates will be contacted.