Customer Care Intern at Onfon Media

Responsibilities for a Customer Care Internship

• Manage large volumes of inbound calls in a timely manner
• Follow communication ‘scripts’ when handling various enquiries
• Identify customers needs, clarify information, research every issue with a view to providing solutions and/alternatives
• Manage and resolve customer complaints
• Provide customers with product and service information
• Update existing customer information
• Identify and escalate priority issues
• Route calls to appropriate resource where necessary
• Follow up customer calls where required
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports

Customer Care Internship Requirements

• At least a diploma in journalism, IT or business related course, or equivalent
• Proficient in computer applications programs
• Proficient in spoken English and Kiswahili
• Strong and good phone, listening and verbal communication skills
• Familiarity with CRM systems will be an added advantage
• Good data entry and typing skills
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and effective time management skills
• Resilience and capable of working long hours