Call Centre Assistant at KCA University (KCAU)

JOB OBJECTIVE

• The job holder will be the first point of contact for students, parents, and other stakeholders, providing accurate information and exceptional customer service.

 DUTIES AND RESPONSIBILITIES:

• Answer inbound calls in a timely and friendly manner as per the SOP.
• Evaluate and handle customer requests, inquiries, and complaints and provide relevant solutions.
• Respond to the needs of the customers and provide personalised services.
• Boost customer loyalty by offering an 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 them 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.
• Communicate and coordinate with internal departments to enrich the customer experience.
• Complete call logs and reports.
• Manage and update customer database.
• Manage and follow up leads for conversion.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in a business-related field from an accredited and recognised institution.
• At least one (1) year of work experience in customer service or a similar role.
• Proficiency in Customer Relationship Management (CRM) systems will be an added advantage.

OTHER SKILLS AND COMPETENCIES

• Exceptional communication skills.
• Customer Service Skills.
• Problem-Solving Skills.
• Excellent operational and organisational abilities.
• Proficiency in Microsoft Office applications and knowledge of email and chat platforms.