Tele Customer Care Associate at Royal Mabati Factory

Key Skills & Qualifications:

• Education: A Diploma or Bachelor’s Degree in Customer Service, Communication, Business Administration, Marketing, or a related field from a recognized institution.
• Certification in Customer Service, Call Centre Operations, or CRM software. (Added Advantage)
• Minimum 1-3 years of experience in a customer service or contact center environment.
• Hands-on experience with CRM systems such as Freshdesk, Zoho Desk, or Zendesk.
• Proficiency in CRM and call center technology
• Excellent spoken and written communication (English & Kiswahili)
• Strong listening, problem-solving, and interpersonal skills
• Ability to work under pressure and handle multiple interactions

Key Competencies

• Handle high-volume inbound and outbound calls with professionalism.
• Respond to inquiries on orders, payments, delivery, and return policies.
• Log all customer interactions accurately in CRM systems.
• Resolve customer complaints within agreed Service Level Agreements (SLAs).
• Educate customers on new products, services, and promotions.
• Collaborate with Sales, Finance, and Logistics to address customer needs.
• Follow communication protocols, call scripts, and escalation procedures.
• Submit regular reports on call metrics, complaints, and feedback trends.
• Promote upselling and cross-selling where appropriate.