Customer Care Call Attendant at Modern Coast Express

Responsibilities & Objectives.

• Handle a large volume of inbound and outbound calls in a timely manner
• Take customer calls and provide accurate, satisfactory answers to their queries and concern.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency.
• Create and maintain record of daily problems and remedial actions taken using call centre data base.

Required Skills & Qualifications.

• Diploma in communication or equivalent.
• Experience working in a call center or customer-support role
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• Ability to speak multiple languages especially those common along callers. Fluent English and Swahili(Nairobi), fluent English and Luganda (Kampala), fluent English, French and Kinyarwanda (Kigali) Fluent Swahili and Kirundi (Bujumbura).