Call Centre Agent Job in Kenya

Hotpoint Appliances Limited, a leading supplier of consumer electronics and entertainment products has an exciting opportunity in their Service Centre.

They are seeking for talented, dynamic, self-driven and results oriented individual who is committed to performance excellence and participating in our growth strategy.
Job Title:  Call Centre Agent
Main Job Purpose:  To answer incoming calls from customers, respond to inquiries, handle complaints, troubleshoot problems, provide information and maintain client and compliant database

Job Responsibility and Accountability
·          Answer phone calls and respond to inquiries by clarifying desired information, researching, locating, and providing information to the client.
·          Follow up with customers where necessary.
·          Resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.
·          Manage and resolve customer complaints by clarifying desired information, completing transactions and forwarding requests.
·          Maintain call centre database and update customer information in the system.
·          Document all call information according to HAL standard operating procedures and generate reports.
·          Enhance organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities and add value to job accomplishments.
·          Provide customers with product and service information.
·          Carry out customer call survey and document in the system (Salesforce and Orion).
·          Practice phone etiquette, greet the customer by name, speak in a clear, calm and friendly voice and repeat caller’s issue to verify understanding.
·          Relieve the receptionist at Head office over lunch break and when off duty
Minimum Qualification

·          Degree in Communication/ Public Relations or a related field
·          At least one year’s call centre agent /service industry experience or knowledge of customer service principles and practices.
·          Qualification or experience in customer service or contact centre operations will be an added advantage
·          Excellent personal presentation and telephone etiquette.
·          Administration oriented and speaks fluent English.
·          Proficient in relevant computer applications.
·          Possess product and operations technical knowledge.
·          Knowledge of call centre telephony and technology.
·          Good data entry and typing skills.
·          Knowledge of administration and clerical processes.
Other Key Competencies and Skills
·          Excellent people /customer service skills.
·          IT/ data entry and administration skills.
·          Excellent communication skills both verbal and written.
·          Good problem analysis and solving skills.
·          Good administrative and process skills.
·          Good listening skills.
·          Good organizational skills.
·          Pays attention to detail with good judgement skills
Application Criteria
Qualified candidates are encouraged to send their applications through on or before 16th March, 2019.
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