Senior Customer Service Agent at R4Kenya

Job Description

• As a Senior Customer Service Agent, you will be responsible for providing excellent customer service to clients via  various communication channels such as phone, email, and chat. You will also be responsible for leading a team of  customer service agents and ensuring that customer queries are resolved in a timely and professional manner. 
• Answer incoming customer inquiries via phone, email, and chat, and provide accurate and timely information. 
• Respond to escalated customer queries and complaints in a timely and professional manner, taking ownership of issues and ensuring that they are resolved to the satisfaction of the customer. 
• Analyse customer service data to identify trends and opportunities for improvement, and develop action plans to  address them. 
• Ensure that all team members are adhering to company policies and procedures, and that all interactions with customers are compliant with legal and regulatory requirements. 
• Continuously look for ways to improve the customer experience, including recommending and implementing process improvements and customer service enhancements. 

Qualifications

• Bachelor’s degree in business or equivalent from a recognized learning institution. 
• Additional training in customer services will be an added advantage. 
• 3+ years of experience in a call centre or customer service environment. 
• Knowledge of customer service tools, including telephony systems, and chat platforms. 
• Excellent communication skills, with the ability to communicate clearly and effectively with customers and team members. 
• Strong problemsolving and analytical skills, with the ability to analyse data and identify areas for improvement. 
• Ability to manage multiple priorities in a fastpaced environment. 
• Demonstrated ability to lead a team, and to provide effective coaching and feedback. 
• Ability to work independently and as part of a team, demonstrating a positive attitude and a commitment to providing excellent customer service. 
• Flexibility to work evenings and weekends, as required.