Customer Care Associate, Nairobi

Customer Service | Nairobi, Kenya

Responsibilities

• 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

Qualifications and Educational Requirements

1. A diploma in Customer Service, Marketing, Supply Chain Management, Business Management or any related field.

2. At least two years Customer Care experience, Customer Service or help desk support.

3. Must be fluent in LUGANDA and two other local languages 1 of which has to be: Lusoga, Japadhola or Samia

Preferred Experience and Skills

• Customer service oriented, high level of motivation & professional telephone etiquette.
  A crisp clear and neutral accent.
• Resilience, ability to function under high pressure environment, dependable, responsible, able to follow specific instructions as well as deliver on commitments.
• Quick learner with sound analytic skills & a proven performance track record. Able to grasp new & existing work models, aspects & development.
• Excellent verbal and written communication skills- fast and accurate typing.
• A responsible & positive attitude, able to comprehend, capture as well as interpret basic & complex caller information.
• Excellent people skills, ability to build rapport & relationships with all stakeholders.
• Quick decision-making abilities & independence, ability to 'think on your feet'.
• Ability to meet strict deadlines, pay attention to detail, accuracy in record keeping & tracking repetitive tasks.
• Pleasant and friendly mannerism, ability to treat people with respect under all circumstances, instill trust in others & uphold the values of the organization.
• Basic computer knowledge / technological skills, proficiency in Ms office suites, keyboarding skills adept in using search tools, browsers and common email applications
• Sound memory & judgment, probing skills, able to manage difficult caller situations, to respond promptly to the needs of the customer & solicit feedback to improve service.
• Ability to adapt to change, meet the changing demands of the work environment, work long hours on different shifts across a 24-hr period & weekends.
• Ability to multitask, work well as an individual & part of a team; to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback & contribute to team building.
• Outgoing and energetic personality, good social skills.