Senior Customer Service Agent

We are seeking a dedicated Senior Customer Service Agent to join our dynamic team. This role is crucial in managing customer interactions and ensuring high standards of service delivery. The ideal candidate will be responsible for efficiently handling our CRM and Support Ticket System responding to customer queries tracking payments and contributing to continuous improvement initiatives.

Key Responsibilities:

• Effective CRM and Support Ticket Managementdevelop and use an escalation checklist recording all details in the CRM.
  
• Responsive Handling of Customer Queries.Address billing and technical issues via phone email or chat within the stipulated timeframe.
  
• Monitor customer account balances and send weekly payment reminders.
  
• Escalate unresolved issues to the appropriate team and ensure timely resolution.
  
• System and Database Managementregularly audit billing and customer support systems for accuracy.
  
• Participate in training and development sessions to stay updated with industry practices.
  
• Compile monthly reports on billing activities payment collections and support ticket resolutions.
  
• Conduct customer satisfaction surveys postresolution and log feedback for quality improvement.
  
  

Requirements

• Proven experience in customer service or a related field.
  
• Excellent communication and problemsolving skills.
  
• Proficiency in CRM systems and database management.
  
• Ability to work efficiently in a fastpaced environment.
  
• Strong organizational skills and attention to detail.
  
• A team player with a customeroriented approach.
  
• Living or willing to relocate to Malindi Town.
  

Benefits

• Competitive salary and benefits package.
  
• Opportunities for professional growth and skill development.
  
• A supportive and collaborative work environment.