Call Centre Agents at Ukristo na Ufanisi Sacco Limited

Ukristo na Ufanisi DT Sacco Ltd, is seeking a customer-focused and articulate Call Centre Agent to join our team. The successful candidate will be responsible for handling member inquiries, resolving complaints, and ensure a positive customer experience at all times.

KEY RESPONSIBILITIES:

• Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat.
• Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions.
• Information provision: Provide accurate and detailed information about products, services, and company policies.
• Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures.
• Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty.
• Goal achievement: Meet or exceed performance goals and Key Performance Indicators (KPIs).
• Escalation: Escalate priority issues to the appropriate department or supervisor when needed.
• Compliance: Adhere to the company guidelines, security policies and procedures.
• Upselling: Identify opportunities to upsell products or services when appropriate.

REQUIRED SKILLS AND QUALIFICATIONS

• Diploma in Business Administration, Communication, Customer Service, or a related field
• Ability to use computers, navigate various software programs.
• Excellent verbal and written communication skills.
• Active listening skills.
• Strong analytical skills to identify customer problems and find effective solutions.
• Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers.
• The capacity to adjust to different customer personalities and unique situations.
• The ability to manage multiple tasks simultaneously.
• The ability to work effectively as part of a team.
• Previous experience in customer service or call centre is preferred.