Customer Care Agent at Kasha Kenya

Job purpose:

To manage inbound and outbound phone calls, email requests, and face-to-face interaction with a friendly, helpful approach.

Job Responsibilities:

• Customer support in a delightful, helpful, and timely manner on call, email, WhatsApp, LiveChat, Facebook, and Instagram.
• Correct tagging of customers to agents and Kasha business groupings.
• Provide customers with accurate, relevant, and useful information regarding Kasha products and services.
• Identify and track sales leads effectively, cross/upsell products and services for an enriched
• customer relationship.
• Quality data capture on Kasha systems.
• Ensure that all customer queries and complaints are fully resolved on a ‘One Stop Shop’ basis – First Call Resolution (FCR).
• Maintain a high level of product knowledge sufficient for issue resolution, retention, and customer education.
• Ensure that issues escalated arising from customer queries are resolved within 24 - 48 hours to maintain customer satisfaction and loyalty.
• Identify and track sales leads effectively, cross/upsell products and services for an enriched customer relationship.
• Quality data capture on Kasha systems.
• Attend Quality assurance sessions for consistent and quality customer handling.
• Actively represent the customer throughout the organization, highlighting trends, suggesting, implementing improvements and feeding back to relevant departments.

Role Requirements:

• Diploma/Degree in social science or any business-related field.
• Experience (6 months - 1 year) in customer handling in a contact center setting will be an added advantage.
• Computer proficient (Microsoft Word, Excel).
• Customer service oriented (empathy, patience, customer centricity).