Call Center Agent at Digital Divide Data (DDD Kenya)

About Digital Divide Data (DDD)

Digital Divide Data (DDD) is a US-based non-profit, mission-driven enterprise with the goal of using technology and digital skills to bridge the divide between economically and socially marginalized youth and employment opportunities that lead to a sustainable and viable future. DDD identifies talented but underserved youth in Africa and Asia (Kenya, Cambodia, and Laos are the main centers) to enter formal employment, undergo professional training and skills development, and pursue tertiary education. Our headquarters are in New York, and we have over 1,500 employees across our operations in Kenya, Cambodia, and Laos.

Salix Data as a client to Digital Data Divide leverages its high-quality people and services to have a positive impact on our customers by solving problems and delivering results while staying true to our core values of Service, Achievement, Leadership, Integrity and Expertise.

SALIX is an award-winning small business that works with some of the largest companies in the world to address key data challenges.  Started in 1999 by two brothers, SALIX has grown to have over 2,500 customers and a wide range of technical services that include Business Process Outsourcing, Forensic Collection, E-Discovery Processing, and Cyber Security.  SALIX processors are treated as part of the team and are expected to provide insight and innovative ideas to the challenges that our customers are experiencing. The right candidate’s talents will be fully utilized, and they will gain real-world experience in working for a growing, entrepreneurial company.

Purpose of the position

We are looking for an experienced and motivated call center agent who will be managing all outbound calls and provide general information as required. You will be a member of the primary contact team for our clients interested in the services we offer. You will be responsible for meeting personal and team targets as well as our customer satisfaction. You will also inform customers of the services and project a professional company image through voice and online interactions.

Job Description

• Manage large amounts of outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Research required information using available resources
• Document all call information according to standard operating procedures
• Complete call logs and reports
• Recognize, document, and alert the management team of trends in customer calls
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Utilize software, databases, scripts, and tools appropriately
• Meet personal/team qualitative and quantitative targets
• And any other duties assigned

Qualifications

• 1 year experience in a call center or customer service environment
• Diploma or Degree in public relations or any ther related field
• Knowledge of administration and clerical processes
• knowledge of customer service principles and practices
• knowledge of call center telephony and technology
• Familiarity with CRM systems and practices
• Verbal, (English language proficiency
• Superior listening skills
• Proficient in relevant computer applications
• Stress tolerance and resilience
• Excelent data entry and typing skills
• Achieve thoroughness and accuracy when accomplishing a task.
• Willingness to think proactively and anticipate future needs

Additional Information

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If interested kindly submit your application on or before 3rd Sept 2021.