Call Center Agents at Brites Management

SALARY: 30,000

Duties and Responsibilities

• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
• Full understanding of how to deliver a positive customer journey whilst maintaining strict call handling KPIs
• Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes, guidelines, and policies.
• Liaison with other departments to resolve customer issues
• Communicate effectively and with a positive tone with peers and your manager
• Contribute to a high-performance and friendly workplace culture
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
• Achieve the client and all KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
• Deliver on your promises and obligations to drive an exceptional customer experience.

Key requirements, skills and qualifications

• Diploma in any related field from a recognized institution.
• At least 1-2years experience in collection/credit or sales and marketing.
• Computer Literate and English Proficiency.
• Fluent in both spoken and written Kiswahili and English.
• Good communication and interpersonal skills to manage stake holders