Customer Service Agent
A customer service representative, or CSR, will act as a liaison, provide product / services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
Responsibilities for the Customer Service Job
- Manage large amounts of incoming calls/emails/chats/social media queries
- Identify and assess customers’ needs to achieve satisfaction and first hand resolution
- Build sustainable relationships and trust with customer through open and interactive communication
- Provide accurate, valid and complete information by using the operational tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits and department KPI’s; follow up to ensure resolution; follow up with the customer to provide resolution feedback
- Keep records of customer interactions, process customer accounts and file documents in CRM system
- Follow department communication procedures, guidelines and policies
- Take the extra mile to engage customers and is familiar with customer care WOW approach
- Actively participate in team meetings and shift briefings and provides valuable customer feedback to line managers
- Identifies current issues and ongoing problems that needs to be addressed, communicates the same to the line manager
Customer Service Job Qualifications
- Proven customer support experience or experience as a client service representative in large organizations handling high customer traffic. Minimum experience of 1 year is required.
- Track record of over-achieving quota
- Strong phone contact handling skills, written communication and active listening
- Familiarity with CRM systems and practices
- Must be organized and able to handle large number of customer care inquires
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Must be conversant with composing emails and Outlook interface
- Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed
- Proactively analyze and clearly communicate issues and suggested solutions to management
- Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies
- Ability to make the right decisions for the business
How to Apply
Interested candidates to apply to jobs@betin.co.ke quoting the position as the subject by Monday 14th January 2019