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  • Posted: Jul 4, 2022
    Deadline: Not specified
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    ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.
    Read more about this company

     

    Kenya Customer Care Representative

    Responsibilities:-

    • Ensure 90% of inbound calls offered are serviced efficiently and on time.
    • Meet Service Level Agreement: Measure calls answered within 30 Secs VS calls offered 80%.-
    • Ensure customer satisfaction through call quality and solving of cases as per assigned targets.
    • Conduct Onboarding calls for one-week Old customers – at least 90% of these customers should be contacted.
    • Ensure on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise, SMS Delivery down time, Payments not reflecting, network issues etc to the respective teams.
    • Create customer Care Cases for all the Inbound Calls served.
    • Support sales drive through the call center via outbound and CRC campaign where applicable.
    • Escalation of Post Warranty queries & full disclosure to the customer on the terms for post warranty 100%
    • 100 % handling of escalations from transversal teams and queries from the text line (20044).
    • Conduct NPS/CSI and other surveys as directed.
    • Complete assigned tasks in line with applicable policies, guidelines, processes, and procedures.
    • Seek opportunities to learn and develop within Engie Energy Access Kenya and through training.
    • Support sales drive through the call center via outbound and CRC campaign by 10% contribution to sales targets

    Knowledge And Skills

    • Basic knowledge on Excel spread sheets and data entry skills
    • Minimum experience of one year in customer service in a call centre environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
    • Experience assisting customers/clients with escalated issues
    • Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
    • Excellent communications skills both written and verbal
    • Detail oriented and well-organized
    • Ability to multi-task, prioritize and manage time effectively
    • High level of self-motivation
    • Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
    • Open to work in a flexible and creative work environment with fast-evolving operations
    • Positive attitude is a must for this role

    Qualifications:

    • 1-2 years experience in Customer Care
    • Bachelor's Degree or higher diploma business related preferably

    Method of Application

    Interested and qualified? Go to ENGIE on boards.greenhouse.io to apply

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