Key Responsibilities:<\/p>\n
Customer Interaction:<\/p>\n
\tRespond promptly to customer inquiries via phone, email, live chat, and social media.
\n\tHandle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
\n\tMaintain a positive, empathetic, and professional attitude toward customers always.<\/p>\n
Application Leads Generation:<\/p>\n
\tAll inquiries received by the agent and the application details shared by the agent must be<\/p>\n
Problem Resolution:<\/p>\n
\tIdentify and assess customers’ needs to achieve satisfaction.
\n\tTroubleshoot and resolve customer issues accurately and efficiently.
\n\tTake the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.<\/p>\n
\u00a0Identify and assess customers\u2019 needs to achieve satisfaction:<\/p>\n
\tListen to the customer\u2019s concerns, ask probing questions, and determine the best solution to meet their needs.<\/p>\n
Build sustainable relationships and trust with customer accounts through open and interactive communication:<\/p>\n
\tEngage with customers in a way that builds long-term relationships, ensuring they feel valued and understood.
\n\tEscalate unresolved issues to the appropriate departments or management.<\/p>\n
Product Knowledge:<\/p>\n
\tDevelop a deep understanding of the company\u2019s products and services.
\n\tStay updated with product changes and enhancements to provide accurate information.<\/p>\n
Documentation and Reporting:<\/p>\n
\tDocument all customer interactions, inquiries, and complaints in the CRM system.
\n\tPrepare and maintain detailed records of customer interactions and transactions.<\/p>\n
Provide accurate, valid, and complete information by using the right methods\/tools:<\/p>\n
\tEnsure that all information given to customers is correct and comprehensive, using the company’s resources effectively.
\n\tProvide feedback on the efficiency of the customer service process.<\/p>\n
Team Collaboration:<\/p>\n
\tCollaborate with other team members to ensure consistent and high-quality customer service.
\n\tParticipate in team meetings, training sessions, and ongoing professional development.<\/p>\n
Meet Set Targets<\/p>\n
\tSet to meet the targets and KPIs given either personal or team based.<\/p>\n
What you will need:<\/p>\n
Qualifications:<\/p>\n
Education:<\/p>\n
\tHigh school diploma or equivalent; a college degree is preferred.<\/p>\n
Experience:<\/p>\n
\tPrevious customer service experience is preferred.<\/p>\n
Apply Through:<\/p>\n
talent.sage.hr<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/talent.sage.hr","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,717,725],"job-types":[687],"class_list":{"0":"post-89030","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/89030","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=89030"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=89030"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=89030"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=89030"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}