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Job Detail

Customer Service Agent

Do you have strong communication skills?


Job Overview

Category : Other
Experience(s) : 1 Year
Location : Nairobi
Job Type: Entry Level
Job Kind : Short Contract
Highest Educational Level : Diploma
Salary :

Client Overview

Our client is an online retailer was established with the aim and vision to become the one-stop shop for retail in Kenya with implementation of best practices both online and offline. Our client's mission is to revolutionize the concept of shopping by providing customers with the best online shopping experience. They provide a complete e-commerce fulfillment platform through a network of our own-managed and third-party warehousing, order processing, and logistics service providers

Key Responsibilities:

  • Maintain customer experience levels within the quality standards stipulated.
  • Manage and maintain Que i.e Cancel and schedule deliveries.
  • Handle objections by building rapport with customers.
  • Adhere to Data Protection policy with regards to confidentiality of customer details.
  • Recognize opportunities for cross-selling to customers, by advising on new and existing services which may suit their requirements.
  • Patiently listens and responds to customer queries.
  • Update information onto the CRM.ie Zen desk/Sales Force.
  • Patiently listens and responds to customer queries.
  • Understand and adhere to the escalation process.
  • Provide peer support to other Customer Service Representatives in an effort to improve overall team performance.

Qualifications:

  • Diploma in a customer service related field
  • Previous experience in a customer support role
  • Strong phone and verbal communication skills along with active listening
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • Computer literacy