Omidyar Network Jobs in Kenya : Customer Care Associates


Job description
The Customer Care Department is the first-line resolution centre for any and all issues that may come through from Bridge’s more than 4,000 academy staff, parents, community members, and many more. As a Customer Care agent, you will be helping Bridge maintain its central channel of communication with the academies open and effective. You will do this by supporting our Academy Managers, Area Managers teachers and parents in Uganda and helping them resolve their day-to-day operational challenges. The Customer Care team reports into the Director of Operations. You will report into the Customer Care Manager.

What you will do

Respond to, resolve and record all callers’ enquiries & complaints and maintain records of all interactions.
Provide customers with process and service support with regards to all Academy operations, billing information, construction, marketing, curriculum support and IT systems support.
Identify, resolve or escalate all reported issues and complete all call logs.
Research required information using all available resources to offer prompt resolution.
Update the existing databases with changes and the status of each caller / reported issue.
Make timely follow-up calls on initial contacts, to provide feedback and progress on issues raised.
Data entry and maintenance of callers and potential customers’ data bases.
Any other duties as may be assigned from time to time

Professional requirements

A diploma in Customer Service, Marketing, Supply Chain Management, Business Management or any related field.
At least two years Customer Care experience, Customer Service or help desk support.
Ability to speak Luganda and Lusoga
Fast and accurate typing (25 WPM)

What you should have

Strong customer service orientation, responsible and positive attitude
Excellent verbal communication skills
Polite, courteous on calls with clear and neutral accent
Comfortable with working in shifts and/or over weekends, if required
Ability to function under high pressure environment and deliver on time
Ability to follow specific instructions
Quick learner with sound analytic skills and a proven performance track record
Ability to capture and interpret basic and complex caller information
Excellent people skills, ability to build rapport and relationships with all stakeholders.
Basic knowledge of MS office and common email applications
Ability to multitask (simultaneously calling and typing accurately)
Team player and open to constructive feedback

How to Apply

Submit your CV and Application online : Click Here