Contact Center Agents at KenCall
Vacancy: Contact Center Agent (French, Lingala, Zambian Dialects, Somali, Arabic and Amharic Speakers)
Company Profile: KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process Outsourcing (BPO) services to organizations worldwide.
KenCall offers unrivalled experience in customer care, telesales, technical support, customer acquisition, web chat services and BPO.
Its business is built upon world-class technology infrastructure and operations.
Job Profile: The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution. This role is responsible for providing excellent customer service by; resolving issues and answering enquiries regarding various products and services.
Main Responsibilities of the Job:
- Responding to customer enquiries.
- Researching required information using available resources.
- Handling and resolving customer complaints.
- Providing customers with product and service information.
- Processing orders, forms and applications.
- Identifying and escalating priority issues.
- Routing calls to appropriate departments.
- Following up on customer calls where necessary.
- Completing call logs.
Working Conditions
- Hours of work will vary and shift work will be required
- Agents may be required to sit for long periods of time
Main Skills
- Excellent verbal and written communication skills
- A minimum typing speed of 30wpm (A MUST)
- Ability to learn detailed instructions quickly
- Superior problem solving skills
- Ability to explain detailed instructions articulately and clearly
- Ability to multi-task effectively
- Technical aptitude
Personal Qualities
- Strong work ethic
- Exceptional customer service skills
- Ability to recognize sales opportunities.
- Excellent telephone manner
- Positive attitude
- Excellent personal grooming
- Clear neutral accent
Qualifications
- Post Secondary Education in any field
- Multi-channel experience is preferred: email/chat/phone
- Knowledge of computer and communication systems
- Experience in customer service environments an asset
- Previous contact centre experience an asset
- International exposure is highly advantageous
How to Apply: If you think this is the perfect fit for you then visit our website: http://www.kencall.com/cats/careers/ or send your Resume to: recruitment@kencall.com by 15th January 2014.
