CEC Agent-Multilingual at Q-Sourcing Servtec Group

The purpose of this role is to deliver efficient call center support by managing customer leads and inquiries across multiple channels, ensuring timely follow-up, accurate reporting, and effective country championing.

DUTIES & RESPONSIBILITIES:

Lead & Customer Management

• Handle daily inbound and outbound leads and update responses on the leads tracker.
• Send SMS updates to customers with requested details.
• Handle WhatsApp inquiries and share product/service information with customers.
• Follow up on leads to support conversion into sales.
• Escalate leads that require handling by Sales Associates.

Country Champion

• Serve as the Country Champion for Rwanda, Madagascar, and French-speaking countries.
• Attend country-specific meetings and provide relevant updates.

Survey Management

• Conduct surveys for the countries championed, including:
• Customer Database Survey
• Masons Survey
• Other surveys as assigned
• Follow the approved survey scripts and document all responses accurately.
• Prepare survey reports and present findings to management.

General Duties

• Prepare and submit quarterly progress reports highlighting activities, performance, and achievements.
• Attend monthly report meetings to provide updates and insights.
• Perform any other duties assigned by the supervisor to support the team’s goals.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• Languages: Fluent in French, Kinyarwanda, and English (spoken and written).
• At least 1–2 years of experience in a call centre, customer service.
• Strong communication (verbal & written) and interpersonal skills.
• Proficiency in CRM tools for lead tracking and reporting.
• Must be highly skilled in Google Workspace tools (Docs, Sheets, and Presentations) for reporting, documentation, and collaboration.
• Strong attention to detail and ability to manage multiple tasks effectively.