Customer Service Representative Job


Position Summary:-The Customer Service Representative is required to provide exceptional customer experience by handling calls in a highly professional manner, whist meeting Key Performance Indicators and thereby Service Levels.
Duties and Responsibilities:- 


  • Handle calls within pre-determined service guidelines.
  • Maintain customer experience levels within the quality standards stipulated.
  • Processes orders accurately and efficiently.
  • Adheres to client guidelines on escalating sensitive feedback/concerns pertaining to food safety
  • Handle objections by building rapport with customers.
  • Record customer information; orders and feedback on the CRM.
  • Adheres to Data Protection policy with regards to confidentiality of customer details.
  • Handle complaints in a polite and professional manner.
  • Patiently listens and responds to customer queries.
  • Understands and adheres to the escalation process.
  • Ensures meets the account Key Performance Indicators as specified.

Key competencies and attributes: 

  • Ability to handle complaints in a polite; empathetic and professional manner
  • Remains calm when faced with difficult or angry customers.
  • Initiative to update self on new and current products and/or services and promotions
  • Ability to handle busy periods by managing one’s stress levels.
  • Maintains a positive attitude and enthusiasm when faced with routine work

Education and experience: 

  • Past experience in a customer service environment is Mandatory
  • Previous experience in a Call Center is an added advantage
  • A Diploma from a recognized tertiary institution, however Bachelor’s degree holders will have an added advantage
  • Fluent in the English Language (neutral and clear accent)
  • Good knowledge of Kiswahili (where applicable)
  • Good typing and IT literacy skills

   How to Apply

   Interested and qualified candidates to send their resumes to [email protected] clearly indicating the position on the subject line and all applications should reach us by 6th May 2016