Call Centre Trainee/Processor at Salix Data

Job Description

CALL CENTER TRAINEE POSITION –DURING 6 WEEKS TRAINING:

• Product Knowledge: Gain expertise in tracking insurance for mortgaged houses.
• Staging: Perform trial tasks to meet production and quality expectations set by the trainer.
• Mock Calls: Practice call handling scripts, receive feedback, and work to improve where needed.
• Shadowing Sessions: Learn from experienced processors through active participation.
• Client Meetings: Join meetings for assessment and feedback in preparation for production.
• Meetings: Attend company and project-related meetings as necessary.
• Team Collaboration: Complete assigned tasks under the trainer's guidance.
• Participate in HR's background checks process, ensuring timely paperwork submission.
• Smartphone Usage: Maintain a compatible smartphone for easy access to client tools.
• Attendance: Ensure consistent attendance on training days without unjustified absences.
• Punctuality: Arrive promptly when reporting to work.
• Biometric Check-In: Register check-in using the biometric door access system.
• Any other related task that may be assigned by the trainer during the training.

PROCESSOR, CALL CENTER POSITIONS – POST TRAINING:

Subject to 3rd party background checks and successful client tests, the candidate may graduate to join production (Become a Call Centre Processor). Below are the duties and responsibilities that come with the role.

• Maintain high-quality service, meeting quality standards on calls and the web, while always upholding integrity and ethical conduct.
• Complete tasks efficiently and avoid selecting easy ones for the sole purpose of merely meeting productivity targets. Seek new tasks upon completion.
• Strictly follow processing procedures as instructed during training and QC Audit feedback, avoiding any omissions.
• Welcome feedback for improvement from both QC and leadership, taking responsibility for mistakes and areas to grow.
• Learn from coaching sessions to prevent repetitive mistakes.
• Communicate with the immediate supervisor in case of attendance issues, avoiding unexplained absenteeism. Ensure your communication is prompt and responsive.
• Participate during shadowing sessions to help the trainees understand the call-handling process by allowing them to observe how you perform your tasks.
• Meetings: Attend company and project-related meetings as necessary.
• Punctuality: Arrive promptly when reporting to work.
• Biometric Check-In: Register check-in using the biometric door access system.
• Any other duty that may be assigned by your Team Leader.

Candidates Must;

• Have a valid certificate of good conduct/ Police Clearance Certificate - Recently acquired within 6 months period.
• To facilitate drop-off after shift, preferred candidates must be living or willing to relocate within a short notice to any of the following areas; Zimmerman - along Kamiti road, Kibra and Kawangware/Kabiria.
• Be willing to work EST hours (3:00PM - 1:00AM, Mondays to Fridays, Inclusive of Kenyan public holidays that fall within the week.)
• Have a smart phone - Preferably Android version 12 and above with capacity to host an app for tool access.
• Have typing speed of 40wpm and above with high accuracy levels.

Qualifications

• 1 year experience in a call center or customer service environment
• Diploma or Degree in public relations or any other 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 with minimum accent interference)
• Superior listening skills
• Proficient in relevant computer applications
• Stress tolerance and resilience
• Excellent data entry and typing skills
• Achieve thoroughness and accuracy when accomplishing a task.
• Willingness to think proactively and anticipate future needs