Reporting to the Customer Service Manager, the role of the Customer Service Representative will be to build and maintain strong customer relationships with all calling customers as per set Customer Management standards. The Customer Service Representative will be responsible for responding to customer’s queries and providing information to customers/subscriber on all issues through the allocated calling lines.
The job holder’s key responsibilities will be:
• Delivery of high quality service to all calling customers;
• Educating calling customers on all MobiCash Uganda products and services;
• Ensuring First Contact Resolution where possible, and escalating and following up issues to resolution where applicable;
• Collecting and recording all information provided by calling customers for use in provision of quality service;
• Following call center laid down processes, procedures & instruction in provision of services.
• Data entry of customer information.
• Maintaining high customer satisfaction for all customers handled while reducing churn;
The ideal candidate should possess the following skills & competencies:
• Degree or Diploma in relevant fields;
• At least 2 years hands on customer service experience in a dynamic environment;
• Computer literate with a certificate in Ms Office or proven hands-on working knowledge with Ms Office applications;
• High level knowledge of MS Office applications;
• Good working knowledge of MS Office applications is a must;
• A highly organized, conscientious and detail oriented individual;
• Excellent communications, interpersonal, presentation, and negotiation skills;
• An excellent planner and organizer;
• Ability to influence and advice stakeholders;
• Good problem solving, analytical and decision making skills;
• A highly credible, focused individual;
• Proactive, confident, energetic and able to work under pressure with a positive attitude
General Working Conditions
• Frequent visual, listening concentration, sitting, telephone & computer usage.
• The job involves shift work where all CSR may be required to work varying shifts on rotational basis to a maximum of 48 hrs per week in any cycle of shifts scheduled.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.
Must be mature, have working in a busy customer service environment for over 2 years and are up to the challenge. He/She must possess the necessary qualifications and experience
Visit Jobs Kenya for more job deals
The job holder’s key responsibilities will be:
• Delivery of high quality service to all calling customers;
• Educating calling customers on all MobiCash Uganda products and services;
• Ensuring First Contact Resolution where possible, and escalating and following up issues to resolution where applicable;
• Collecting and recording all information provided by calling customers for use in provision of quality service;
• Following call center laid down processes, procedures & instruction in provision of services.
• Data entry of customer information.
• Maintaining high customer satisfaction for all customers handled while reducing churn;
The ideal candidate should possess the following skills & competencies:
• Degree or Diploma in relevant fields;
• At least 2 years hands on customer service experience in a dynamic environment;
• Computer literate with a certificate in Ms Office or proven hands-on working knowledge with Ms Office applications;
• High level knowledge of MS Office applications;
• Good working knowledge of MS Office applications is a must;
• A highly organized, conscientious and detail oriented individual;
• Excellent communications, interpersonal, presentation, and negotiation skills;
• An excellent planner and organizer;
• Ability to influence and advice stakeholders;
• Good problem solving, analytical and decision making skills;
• A highly credible, focused individual;
• Proactive, confident, energetic and able to work under pressure with a positive attitude
General Working Conditions
• Frequent visual, listening concentration, sitting, telephone & computer usage.
• The job involves shift work where all CSR may be required to work varying shifts on rotational basis to a maximum of 48 hrs per week in any cycle of shifts scheduled.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.
Must be mature, have working in a busy customer service environment for over 2 years and are up to the challenge. He/She must possess the necessary qualifications and experience
Visit
0 comments:
Post a Comment