Our Client is a leading paint manufacturer with over 45 years’ experience in the manufacture of paint and paint related products. Over the years the company has expanded its offering from the initial Economy Range of paints to the Premium Range, as well as a host of other top international brands.

The Company’s paint products are widely distributed in Kenya, Uganda, Tanzania, Rwanda, Burundi, DRC and Southern Sudan.

SCOPE OF FUNCTION / KEY RESPONSIBILITIES

• Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns
• Resolving customer complaints or issues in a timely and efficient manner.
• Providing information to customers about products or services.
• Documenting customer interactions and transactions in a call center software.
• Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
• Keeping current with company and industry-related information to ensure accurate information is provided to customers.
• Identifying and escalating complex customer issues to a supervisor or manager as needed.
• Following up with customers to ensure their needs were met.
• Participating in training and development programs to improve skills and performance.

KEY JOB REQUIREMENTS

Qualifications and Experience

• A diploma in business or any relevant field from a recognized academic institution
• Minimum 2 years experience working as a customer service representative, or in a call center
• Possess both written and oral communication skills, be hands-on and detail oriented, demonstrate effective planning and execution abilities
• Ability to work under pressure whilst meeting set deadlines
• Possess computer and digital skills