Call Centre Assistant at KCA University

DUTIES AND RESPONSIBILITIES:

• Answer inbound calls in a timely and friendly manner.
• Evaluate and handle customer request, enquiries and complaint and provide relevant solutions to them.
• Respond to the needs of the customers and provide personalized services.
• Boost customer loyalty by offering excellent customer experience over the phone.
• Provide information on the University’s products and services and generate interest in the offer.
• Upsell and cross sell the university’s courses.
• Identify and escalate priority issues and report to the supervisor.
• Routing inbound calls to the appropriate resources when necessary.
• Obtain and evaluate all relevant data to handle complaints and inquiries.
• Record details of customer interactions e.g. comments, inquiries, complaints and actions taken.
• Complete call logs and reports.
• Manage and update customer database.

QUALIFICATIONS AND EXPERIENCE

• Degree or diploma in a business-related field.
• Minimum of one (1) year relevant working experience.

OTHER SKILLS AND COMPETENCIES

• Prior Call Centre experience is an added advantage.
• Excellent communication skills.
• Ability to maintain customer confidentiality.
• Proficiency in computer applications.
• Team player.
• Computer literate.

Deadline: 28 February 2022.