• Customer Service / Call Centre Agents at Roamtech

  • Posted on: 15 November, 2016 Deadline: 18 November, 2016
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  • Roamtech is a leading aggregator of mobile distributed content in Kenya. Since 2012, our Bonyeza*699# service has set the industry standard for Mobile Value-Added services in Kenya.

    Customer Service / Call Centre Agents

     

    Key Responsibilities

    • Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
    • Work within agreed service levels, striving to exceed customer expectations wherever possible.
    • Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic.
    • Take ownership of queries and proactively follow through to resolution.
    • Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager.
    • Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
    • Maintain professional working relationship with internal and external customers, customer service management and colleagues.
    • Perform quality assurance on work processed.
    • Report workload statistics as required.
    • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
    • Provide flexible support for team members and other teams and foster a positive and a motivating environment.
    • Demonstrate a positive and flexible approach to changing business priorities.
    • Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
    • Identify and escalate recurring or consistent problems with systems functionality.
    • Understand priorities, products and services and have a good grasp of how the company is run.

    Requirements

    • Proven customer service skills preferably in a call center environment.
    • Proven Experience customer service role.
    • Good knowledge of relevant computer programs and telephone systems.
    • Ability to learn about products and services.
    • Excellent knowledge of English and Swahili.
    • Must possess excellent verbal and written communication skills.
    • Can work in shift.

    Method of Application

    Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to hr@roamtech.com  before end of day 18th November 2016. Only shortlisted candidates will be contacted.

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