Hotpoint Appliances Call Centre Agent Job in Kenya 2019

Hotpoint Appliances Limited, a leading supplier of consumer electronics and entertainment products has an exciting opportunity in their Service Centre.

They are seeking for talented, dynamic, self-driven and results oriented individual who is committed to performance excellence and participating in our growth strategy.

Job Title: Call Centre Agent

Main Job Purpose: To answer incoming calls from customers, respond to inquiries, handle complaints, troubleshoot problems, provide information and maintain client and compliant database

Job Responsibility and Accountability

  • Answer phone calls and respond to inquiries by clarifying desired information, researching, locating, and providing information to the client.
  • Follow up with customers where necessary.
  • Resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.
  • Manage and resolve customer complaints by clarifying desired information, completing transactions and forwarding requests.
  • Maintain call centre database and update customer information in the system.
  • Document all call information according to HAL standard operating procedures and generate reports.
  • Enhance organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities and add value to job accomplishments.
  • Provide customers with product and service information.
  • Carry out customer call survey and document in the system (Salesforce and Orion).
  • Practice phone etiquette, greet the customer by name, speak in a clear, calm and friendly voice and repeat caller’s issue to verify understanding.
  • Relieve the receptionist at Head office over lunch break and when off duty

Minimum Qualification

  • Degree in Communication/ Public Relations or a related field
  • At least one year’s call centre agent /service industry experience or knowledge of customer service principles and practices.
  • Qualification or experience in customer service or contact centre operations will be an added advantage
  • Excellent personal presentation and telephone etiquette.
  • Administration oriented and speaks fluent English.
  • Proficient in relevant computer applications.
  • Possess product and operations technical knowledge.
  • Knowledge of call centre telephony and technology.
  • Good data entry and typing skills.
  • Knowledge of administration and clerical processes.

Other Key Competencies and Skills

  • Excellent people /customer service skills.
  • IT/ data entry and administration skills.
  • Excellent communication skills both verbal and written.
  • Good problem analysis and solving skills.
  • Good administrative and process skills.
  • Good listening skills.
  • Good organizational skills.
  • Pays attention to detail with good judgement skills

Application Criteria

Qualified candidates are encouraged to send their applications through careers@hotpoint.co.ke on or before 16th March, 2019.