QSSK-CS-CSA- Customer Service Agent at Q-Sourcing Servtec Group

Job Purpose:

Provide excellent support and assistance to customers so that they are completely satisfied with the service and are delighted to use the product.

FUNCTIONS/KEY RESULTS EXPECTED:

• Respond to customer enquires in person, by phone and online helpfully and promptly.
• Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
• Maintain record of customer communications in CRM and other systems
• Acknowledge and resolve customer complaints.
• Process orders, customer applications, and requests.
• Maintain customer records
• Compile and distribute daily reports on customer product and credit usage.
• Perform customer follow up to ensure that they are enjoying the product.
• Identify and report computers system incidents to the technical team and the relevant managers.
• Make recommendations to improve customer service and business processes and systems.
• Prepare schedules for customer visits by technicians and sales representative as required.

KEY CAPABILITIES AND EDUCATION:

• At least a diploma in a business-related course/ a Bachelor’s degree is an added advantage.
• Good communication skills on the telephone and in-person.
• Friendly and helpful interpersonal style.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Fluent in English and Kiswahili.
• The client offers 24 hours customer service. Agents are expected to work agreed shifts.
• Attention to detail

Previous Relevant Work Experience

• Experience working with customer support