Mount Kenya University (MKU) is a fully fledged chartered university committed to a broad-based, wholistic and inclusive system of education. It has an overall goal of promoting human resource development for society’s progressive good.

Key responsibilities also include

Duties and responsibilities:

• Managing large amounts of inbound calls in a timely manner
• Following current procedures when transferring a call to another member of staff for specialist advice.
• Ensuring that customers are advised of alternative communication methods.
• Identifying customers’ needs, clarifying information, and providing solutions and/or alternatives
• Keep record of all calls received in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Dealing with all calls and enquiries received within the Campus in line with the University’s policies and procedures.
• Liaising with colleagues in relevant offices so as to resolve inquiries appropriately.

Requirements

Skills

• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

Education and Experience

 Must have:

• Bachelor’s degree Communication/Marketing/Public relations or in any other related area of specialization
• One (1) year experience in a customer support role
• Must be Computer Literate.;

OR

• Higher National Diploma in relevant area of specialization
• 2 years’ experience in Grade 7 at MKU or at a similar position in a recognized academic institution.
• Previous experience in a customer support role
• Must be Computer Literate.;

OR

• Diploma in Public Relations/Marketing/Mass Communication or in any other relevant area of specialization.
• 2 years’ experience in Grade 7 within MKU or at a similar position in a recognized academic institution.
• Previous experience in a customer support role
• Must be Computer Literate.;