Customer Service Representative at Horizon Contact Centers
Reporting to: Team Leader
Supervises: None
Job Summary: Horizon Contact Centers is a fully on demand International Contact Center and Business Process Outsourcing (BPO) Company, with a world-class facility within Nairobi, Kenya fully enabled to service the global market by deploying the best of breed technology to run its operations 24 hours a day, 7 days a week.
Duties and Responsibilities:
- Handle calls within pre-determined service guidelines.
- Maintain customer experience levels within the quality standards stipulated.
- Handle objections by building rapport with customers.
- Record customer information and queries on the CRM.
- Adhere to Data Protection policy with regards to confidentiality of customer details.
- Handle complaints in a polite and professional manner.
- Patiently listens and responds to customer queries. Understand and adhere to the escalation process.
The tasks outlined above are not exhaustive and the Company reserves the right to update this Job Profile as responsibilities change.
Education and experience:
- A Certificate or a Diploma from a recognized tertiary institution, however Bachelor’s degree holders will have an added advantage
- Fluent in the English Language (neutral and clear accent)
- Good knowledge of Kiswahili (where applicable)
- Good typing and IT literacy skills
Key Competencies and Attributes:
- Ability to handle complaints in a polite;
- empathetic and professional manner
- Remains calm when faced with difficulty or angry customers.
- Initiative to update self on new and current products and/or services and promotions
- Ability to handle busy periods by managing one’s stress levels.
- Maintains a positive attitude and enthusiasm when faced with routine work
Qualified candidates should apply through our recruitment portal using the following link: http://10.14.12.14/index.php
