CUSTOMER CARE CALL SUPPORT
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Job Summary
JOB TITLE: CUSTOMER CARE CALL SUPPORT
About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda Kenya Tanzania Rwanda and South Sudan.
On behalf of our client we are looking for a competent skilled and experienced Customer Care Call Support to work in Nairobi Kenya.
Job Summary:
To provide exceptional customer support across multiple channels (tickets calls) resolve inquiries and gather feedback through call data ensuring a positive customer experience and contributing to company growth.
Key duties and responsibilities:
a) Manage inbound and outbound calls in a timely manner
b) Follow communication scripts when handling different topics
c) Identify customers needs clarify information and provide solutions and/or alternatives
d) Seize opportunities to upsell products when they arise
e) Work on customer tickets resolving both escalated and created tasks
f) Keep records of all conversations in our call center database in a comprehensible way
g) Meet personal/team qualitative and quantitative targets
h) Identify and escalate priority issues and concerns to management
i) Assist customers in after-sale services through surveys customer call-ins and other follow-ups as assigned
j) Escalate to third parties for customer support and resolution of repairs accidents and insurance
k) Handle emergency issues raised by customers on road traffic accidents evacuations and rescues and escalate as per process
l) Support in thermal incidences and escalate to management
m) Support in issues related to driving training logbooks and number plates and escalate as appropriate
n) Receive and escalate customer documentation related to incidences and accidents
o) Attend in-person training on product system and process escalations
p) Propose new ideas as gotten from customer feedback or else that help the team to improve processes and troubleshooting
q) Assist in any other customer support tasks as requested by the supervisor
Requirements
- Previous experience in customer support role
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task set priorities and manage time effectively
- Track your own work daily and compare to benchmarks
- Ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content.
Interested and qualified applicants should submit their applications through the link below
Note: Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Required Skills:
Previous experience in a customer support role Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Ability to multi-task set priorities and manage time effectively Track your own work daily and compare to benchmarks Ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content.
Required Education:
