Call Center Agent at Kilimall

Key Responsibilities for the Call Centre Jobs

• Maintain Customer focus at all times and respond to customers’ enquiries.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Work within agreed service levels, striving to exceed customer expectations wherever possible.
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
• Maintain professional working relationship with internal and external customers, customer service management and colleagues.
• Report workload statistics as required.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive and a motivating environment.
• Demonstrate a positive and flexible approach to changing business priorities.
• Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
• Identify and escalate recurring or consistent problems with systems functionality.
• Understand priorities, products and services and have a good grasp of how the company is run.
• Able to handle social media platforms.
• Meet personal/team qualitative and quantitative KPI targets.

Note: Your annual objectives and/or any other tasks assigned by your supervisor from time to time shall become an integral part of your deliverables

Qualifications for the Call Centre Agents

• Bachelor’s Degree or related discipline
• PR/Marketing or Sales background is preferred
• Customer service/support experience will be an added advantage.
• Thorough knowledge of MS Office
• At least 1 year continuous hands on experience in a similar position

Skills (technical/behavioral):

• Proven customer service/ support role, preferably in a call center environment.
• Good knowledge of relevant computer programs and telephone systems.
• Ability to learn about products and services.
• Excellent knowledge of English and Swahili.
• Must possess excellent verbal and written communication skills.
• Flexible to work in shifts.