Customer Service Agent Vacancy in Kenya 2019

Customer Service Agent

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.


  • Manage large amounts of incoming calls/emails/chats/social media queries
  • Identify and assess customers’ needs to achieve satisfaction and first hand resolution
  • Build sustainable relationships and trust with customer through open and interactive communication
  • Provide accurate, valid and complete information by using the operational tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits and department KPI’s; follow up to ensure resolution; follow up with the customer to provide resolution feedback
  • Keep records of customer interactions, process customer accounts and file documents in CRM system
  • Follow department communication procedures, guidelines and policies
  • Take the extra mile to engage customers and is familiar with customer care WOW approach
  • Actively participate in team meetings and shift briefings and provides valuable customer feedback to line managers
  • Identifies current issues and ongoing problems that needs to be addressed, communicates the same to the line manager

Knowledge, Skill Set & Qualifications Required

  • Proven customer support experience or experience as a client service representative in large organizations handling high customer traffic. Minimum experience of 1 year is required.
  • Track record of over-achieving quota
  • Strong phone contact handling skills, written communication and active listening
  • Familiarity with CRM systems and practices
  • Must be organized and able to handle large number of customer care inquires
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Must be conversant with composing emails and Outlook interface
  • Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed
  • Proactively analyze and clearly communicate issues and suggested solutions to management
  • Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies
  • Ability to make the right decisions for the business

Interested candidates to apply to quoting the position as the subject by Friday 1st March 2019