BPO Executive
HCL
Nairobi, Kenya
6d ago
source : BrighterMonday

Job Summary

The candidate hired will be responsible for taking inbound and Out bound calls as per the SLAs (Service Level Agreements) outlined by the company.

  • Minimum Qualification : Bachelor
  • Experience Level : Entry level
  • Experience Length : 1 year
  • IMPORTANT

    Only applications received via BrighterMonday will be considered. Any phone calls, emails or other types of canvassing may lead to your application being disqualified.

    Please do not apply if you do not meet the minimum requirements set out below.

    Direct Supervisor : Team Leader

    Job Category : Operations

    Location : Kenya

    Travel Required : None

    Role Profile

    Role and Responsibilities

  • Answer calls and respond to emails
  • Handle customer inquiries telephonically
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with medical service information
  • Enter client information into system
  • Follow up on client calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs / update CRM Tool
  • Key Performance Indicators

  • Average Handling Time
  • Attendance and Punctuality
  • Log in Hours
  • Product Knowledge
  • Call Courtesy
  • Call Quality
  • Issue Resolution
  • Customer service
  • Experience Profile

  • Certified Nurse or Health practitioner in Kenya with a certification to work in USA
  • Must possess a RI number
  • At least one-year experience from a healthy facility
  • Excellent Planning and organization skills.
  • Good MS Excel / word
  • Telephone handling skills
  • Personal Attributes

  • A friendly and confident personality
  • Good spoken and written communication skills
  • The ability to be polite but firm when dealing with difficult, impatient or upset people
  • Good organisational skills
  • Excellent interpersonal skills
  • The ability to work under own initiative
  • The ability to keep calm under pressure
  • A commitment to and knowledge of the organisation and its work
  • the ability to follow safety and security procedures, and put them into effect
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