10 Posts
Job purpose: The Call Centre Officer will be responsible for the daily running and management of the KENTRADE Call Centre through the effective use of resources.
Duties & Responsibilities
Setting and meeting performance targets for speed, efficiency, sales and quality;
Managing the daily running of the call centre;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Monitoring random calls to improve quality, minimise errors and track operative performance;
Recording statistics, user rates and the performance levels of the Center and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Liaise with other departments in responding to customer inquiries/queries to ensure customer satisfaction/experience
Maintain accurate customer inquiries/queries records/statistics and other support activities
Recommends roles and authorizations of users to system administration.
Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
Achieving first contact resolution (FCR)
Prioritize received issues in order to identify and escalate situations requiring urgent attention first.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Information Technology / Information Systems/ Business Information Technology / Commerce or equivalent degree from a recognized institution.
ITIL Certification will be an asset
Customer Service experience
Computer Literacy(MS Office) is essential
Multi-channel experience is preferred: email/phone
Experience in customer service environments an asset
Previous Contact Center experience an asset
Minimum six (6) years’ relevant experience in a similar position
Excellent communication skills both oral and written
Superior problem solving skills
Ability to multi task
Strong work ethic and Good Ethical conduct
Qualified and Interested candidates are requested to submit their applications, Curriculum Vitae, copies of certificates & testimonials, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates previous work experience.
Applications should be addressed as detailed below and be sent by post, hand delivery or email so as to be received not later than 5.00pm onFriday, 26th July 2013.
The Chief Executive Officer
Kenya Trade Network Agency
1st Floor, Embankment Plaza Longonot Rd - Upperhill
P.O. Box 36943-00200
Nairobi
Email: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
