Job Vacancies at SunCulture Kenya Ltd

About the role

The Call Center Quality Analyst(QA) is responsible for assessing the quality of the performance of the call center teams dealing with our existing and potential customers. The QA will monitor the inbound and outbound call and email and Social Media responses to assess the team members’ demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, implementing and assessing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience.

Key Responsibilities:

• Conduct regular evaluations of inbound and outbound calls, assessing adherence to scripts, policies, and procedures.
• Evaluate customer service representatives' performance using predefined quality metrics.
• Identify trends and patterns in customer interactions to pinpoint areas for improvement.
• Provide constructive feedback to enhance communication, problem-solving, and customer interaction skills.
• Collaborate with supervisors to implement targeted coaching and training sessions based on identified improvement areas.
• Create personalized improvement plans for representatives to address specific performance gaps.
• Utilize call center software and quality monitoring tools to analyze trends and identify process improvement opportunities.
• Prepare and present reports summarizing key quality metrics and performance trends to management, ensuring alignment with industry standards and best practices.

Qualifications:

• Relevant Bachelor's degree
• At least 3 years in a call center with experience as a Quality Analyst
• Familiarity with call center operations, processes, and customer service principles.
• Excellent attention to detail and strong analytical skills.
• Effective written and verbal communication skills
• Proficiency in using call monitoring and quality management tools.
• Critical thinker with a proactive approach to problem-solving.
• Ability to work independently and as part of a collaborative team.
• Strong organizational skills and the ability to manage multiple priorities.

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About the role:

As a Customer Retention Representative, you will play a pivotal role in proactively engaging with existing customers to ensure their satisfaction, address concerns, and promote loyalty to our brand. This role holder will hold a combination of excellent communication skills, a deep understanding of our products/services, and the ability to empathize with customers to retain their business.

Key Responsibilities:

• Conduct outbound calls to assess customer satisfaction and address concerns.
• Establish and maintain positive customer relationships by actively listening to customer needs
• Inform customers about new products, features, and promotions.
• Investigate and resolve customer complaints efficiently.
• Collaborate with departments to ensure prompt resolution of customer concerns.
• Document all customer interactions and resolutions accurately in the CRM system.
• Implement retention strategies to reduce churn and enhance loyalty.
• Proactively identify at-risk customers and provide personalized solutions.
• Stay updated on product knowledge and provide relevant training to customers.
• Gather customer feedback to identify areas for improvement.
• Share insights with relevant teams to enhance products and services.
• Meet and exceed monthly retention targets and KPIs.
• Provide regular reports on customer interactions, feedback, and retention outcomes.

Qualifications:

• Minimum of a Diploma or any other relevant education
• Demonstrated proficiency in outbound customer retention, customer service or sales
• Exceptional verbal and written communication skills 
• Strong problem-solving capabilities and adeptness in conflict resolution.
• Ability to work both independently and collaboratively within a team to achieve common goals.
• Proficient utilization of CRM software and relevant tools
• Exhibits adaptability and thrives in dynamic, fast-paced environments

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About the role

The Customer Service Representative will handle a high volume of incoming phone calls and assist customers with a variety of issues or inquiries and may be responsible for answering customer questions, resolving problems, and providing information about products or services. Additionally, Customer Service Representative will be responsible for tracking customer interactions, providing feedback to management, and achieving performance goals set by the company.

Key Responsibilities

• Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
• Resolving customer complaints or issues in a timely and efficient manner.
• Providing information to customers about products or services.
• Documenting customer interactions and transactions in a call center software or CRM system.
• Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
• Keeping current with company and industry-related information to ensure accurate information is provided to customers.
• Identifying and escalating complex customer issues to a supervisor or manager as needed.
• Following up with customers to ensure their needs were met.
• Participating in training and development programs to improve skills and performance.

Does This Sound Like You?

• A diploma in Communication, Customer Relations, Public relations, or any relevant field
• At least 2 years experience in working in a call center as Customer Service Representative;
• Knowledge of call center terminology, applications, and metrics
• Hands-on, detail-oriented, and strong execution skills.
• Good communication skills both Written and Spoken with the ability to interact freely with customers.
• Passion for irrigation and proactive in decision making
• Independent thinkers who are able to thrive in a fast-paced dynamic environment.
• Have the ability to handle pressure, meet deadlines
• Be organized and be an expert in time management
• Basic computer skills.