Job Description

During Training (6-8 Weeks of Customer Service Training):

• Master customer service best practices and company policies.
• Develop proficiency in call handling techniques and troubleshooting procedures.
• Participate in customer interaction simulations to enhance practical skills.
• Improve communication and problem-solving abilities through structured role-playing exercises.
• Attend daily training sessions and team meetings to track progress and receive feedback.
• Gain expertise in customer service software, CRM tools, and phone systems.
• Complete trainer-assigned tasks and practical challenges.
• Adhere to training guidelines, maintain excellent attendance, and meet performance benchmarks.

Upon Employment:

• Consistently deliver high-quality customer service through phone calls and web-based interactions, maintaining integrity and ethical standards.
• Efficiently complete assigned tasks and proactively seek additional responsibilities.
• Strictly follow processing guidelines, incorporate Quality Control feedback, and minimize errors.
• Actively engage in feedback sessions with QC teams and leadership to improve performance and prevent errors.
• Promptly communicate any attendance issues to the Team Leader.
• Participate in shadowing sessions to assist in training new team members.
• Attend all company and project-related meetings as required.
• Be prepared to undertake additional tasks as assigned by the Team Leader.

Requirements:

• Location: Must be living or willing to relocate to Naivasha Road, Kawangware 46, Wanyee Road, Kabiria, Satellite, Ngong Road (up to Racecourse), or Waiyaki Way (up to Mountain View)
• Must possess a valid Certificate of Good Conduct taken within the past 6 months (certificates older than 6 months will be considered expired).
• Smartphone: Ability to host Duo Mobile and Microsoft Authenticator apps (Android version 8 and above or iOS version 8 and above).
• Training Duration: 6-8 weeks (Stipends are provided at the end of the month).
• Employment Type: Full-time upon successful completion of training
• Shift: EST Shift – 3:00 PM to 12:00 AM, Monday to Friday (including public holidays in Kenya)

Qualifications

• Possession of a Degree, Diploma, or Certificate from an accredited institution is mandatory.
• Prior customer service experience, while advantageous, is not a prerequisite for this position.
• Bilingual capability in English and Spanish is highly valued and will be considered a significant asset.
• Demonstrable excellence in both verbal and written English communication is essential.
• Superior problem-solving skills and the ability to practice active listening are critical for this role.
• A demonstrated commitment to continuous learning, adaptability, and the application of constructive feedback is required throughout the training period and subsequent employment.
• The capacity to effectively manage multiple tasks simultaneously and excel in a high-pressure, fast-paced environment is crucial.
• Demonstrated competence in utilizing CRM systems, managing email communications, and operating call-handling equipment is essential.
• Adherence to the highest standards of ethics, empathy, and customer service orientation is non-negotiable.
• An impeccable record of attendance and punctuality is required, both during the training phase and throughout employment.