Call Centre Agent (10 Positions)
Ponea Health
Nairobi, Kenya
4d ago
source : Fuzu

Job Summary

Position Level : Junior Level

Organizational Relationship : Functional reporting to the Call Centre Lead

Payment Model : Kshs 192 Per Hour -Monthly hourly based Pay + Project Milestone Bonus (Kshs 75,000 per annum on delivered KPI’s )

Special Attributes : Attention to detail, persistent and highly disciplined.

Weekly Work Structure : 6 days / week office desk-based work.

Qualifications Call Centre Agent

  • College certificate or University degree is a standard prerequisite and additional professional qualification and added advantage or can be substituted with significant hands-on experience in customer service, secretarial or any extreme customer-facing environment.
  • 1-2 years of experience working in a similar role
  • Excellent verbal and written communication skills
  • Demonstrate exemplary customer care skill
  • Reliability, self-motivation, attention to detail, flexibility.
  • Excellent time management skills
  • Responsibilities

    1. MAIN TASK : CUSTOMER EXPERIENCE

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Provide product and service information to customers
  • Identify customer needs, clarify information and provide solutions and / or alternatives
  • Build customer loyalty by follow up of customer calls
  • Document and report on customer feedback to improve the customer experience
  • Customer engagement and building sustainable relationships
  • 2. MAIN TASK : CUSTOMER SERVICE

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Responding efficiently and accurately to inbound and outbound calls, explaining possible solutions, and ensuring that customers feel supported and valued
  • Answering or making calls to customers to learn about and address their needs, complaints, or other issues with Ponea product or services
  • Process order information, schedule appointments
  • 3. MAIN TASK : INCIDENT MANAGEMENT

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Take ownership of customers issues and follow problems through to resolution
  • Route calls to appropriate resources
  • Comparative analysis of incidents reported at the call centre
  • Identify and escalate complex customer issues to the management
  • 4. MAIN TASK : MASTER DATA

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Collect customer information pertinent to business objectives, such as name, address, demographic and hospital information
  • 5. MAIN TASK : QUALITY ASSURANCE

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service
  • Instilling call centre best practice and processes to drive continuous service improvement
  • Attending to company provided workshops, training and other learning opportunities
  • Conduct periodic surveys of active customers and potential customers to ensure quality control
  • 6. MAIN TASK : REPORTING

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Prepare Daily, weekly and monthly call log reports
  • Manage and update customer databases with the status of each customer
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • 7. MAIN TASK : SALES & MARKETING

    Sub Tasks ( CALL CENTRE AGENT - Responsible, Accountable )

  • Making sales or recommendations for products or services that may better suit customer requirements via telephone calls, email and instant messaging communications
  • Acquire lead lists with names and contact information of potential customers
  • Conduct surveys for market research
  • Job Requirements

    Required education : Diploma, Associate's degree

    Required relevant work experience : 2 years

    Required languages : English (Spoken : fluent Written : fluent)

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