The Customer Service Representative is responsible for delivering exceptional service to customers by addressing inquiries, resolving issues, and providing information about products and services. This role requires effective communication and problem-solving skills to ensure customer satisfaction and loyalty. Representatives will engage with customers through various channels, including phone, email, and chat, while maintaining a professional and positive demeanor. The ideal candidate will be proactive in identifying customer needs, documenting interactions accurately, and collaborating with team members to enhance service quality and efficiency.
Key Responsibilities:

• Swiftly respond to customer inquiries via phone, emails and social media, ensuring every interaction is handled with professionalism and empathy
• Maintain meticulous records of customer interactions and transactions, recording details or inquiries, complaints and comments as well as actions taken. Process orders, forms and applications.
• Collaborate closely with teammates to ensure every customer enjoys a seamless experience from start to finish
• Brainstorm and troubleshoot complex issues & common issues with products or services.
• Managing large amounts on inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue and providing solutions to achieve customer satisfaction.
• Seize opportunities to upsell when need arises
• Understanding and striving to meet contact centre metrics while providing excellent consistent customer services

The ideal candidate should possess the following skills:

• Proficiency in English & Kiswahili both written and spoken
• Minimum of 1 year of customer service experience
• Certificate, Diploma or Degree in any related field
• Stellar communication and interpersonal skills
• Ability to thrive in a fast-paced environment, juggling multiple tasks with ease
• Computer literacy