Key Responsibilities:

Customer Interaction:

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers always.

Problem Resolution:

• Identify and assess customers’ needs to achieve satisfaction.
• Troubleshoot and resolve customer issues accurately and efficiently.
• Escalate unresolved issues to the appropriate departments or management.

Product Knowledge:

• Develop a deep understanding of the company’s products and services.
• Stay updated with product changes and enhancements to provide accurate information.

Documentation and Reporting:

• Document all customer interactions, inquiries, and complaints in the CRM system.
• Prepare and maintain detailed records of customer interactions and transactions.
• Provide feedback on the efficiency of the customer service process.

Team Collaboration:

• Collaborate with other team members to ensure consistent and high-quality customer service.
• Participate in team meetings, training sessions, and ongoing professional development.
• Sales. Respond to all sales inquiries and generate applications from the inquiries.

What you will need:

Education:

• Diploma or equivalent; a college degree in Business Administration, or related field is preferred.

Experience:

• Previous customer service experience is preferred.

Skills:

• Excellent communication and interpersonal skills. (Both English and Kiswahili)
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer service software, databases, and tools.
• Ability to handle stressful situations and difficult customers with patience and professionalism.
• Good organizational and time management skills.
• Speed.
• Good typing skills

Additional Requirements:

• Ability to work flexible hours, including evenings, weekends, and holidays if needed.
• Familiarity with CRM systems and practices.

Physical Requirements:

• Ability to sit for extended periods while using a computer.
• Ability to work with headphones for extended time periods

Work Environment:

• This job operates in a professional office environment. Remote work may be an option depending on company policies.

With us you will:

Feel Good

• A friendly and dynamic work environment
• An excellent well-being program:
• Health insurance (after probation period)
• Pension scheme (after probation period)
• Active social life and events

Win

• Fast results without the friction of bureaucracy
• Great victories due to the transparency of the company and its goals
• Bonuses and awards for the great work
• Participate in victory celebrations with your co-workers

Grow

• Together with an intelligent team
• Yourself and the company with the established feedback culture
• Your knowledge with training possibilities