Job Summary:<\/p>\n
\tTo 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.<\/p>\n
Key duties and responsibilities:<\/p>\n
\tManage inbound and outbound calls in a timely manner
\n\tFollow communication \u201cscripts\u201d when handling different topics
\n\tIdentify customers\u2019 needs, clarify information, and provide solutions and\/or alternatives
\n\tSeize opportunities to upsell products when they arise
\n\tWork on customer tickets resolving both escalated and created tasks
\n\tKeep records of all conversations in our call centre database in a comprehensible way
\n\tMeet personal\/team qualitative and quantitative targets
\n\tIdentify and escalate priority issues and concerns to management
\n\tAssist customers in after-sale services through surveys, customer call-ins, and other follow-ups as assigned
\n\tEscalate to third parties for customer support and resolution of repairs, accidents and insurance
\n\tHandle emergency issues raised by customers on road traffic accidents, evacuations and rescues and escalate as per process
\n\tSupport in thermal incidences and escalate to management
\n\tSupport in issues related to driving training, logbooks and number plates and escalate as appropriate
\n\tReceive and escalate customer documentation related to incidences and accidents
\n\tAttend in-person trainings on product, system and process escalations
\n\tPropose new ideas as gotten from customer feedback or else that help the team to improve processes and troubleshooting
\n\tAssist in any other customer support tasks as requested by the supervisor<\/p>\n
Experience\/Skills Required<\/p>\n
\tPrevious experience in a customer support role
\n\tStrong phone and verbal communication skills along with active listening
\n\tCustomer focus and adaptability to different personality types
\n\tAbility to multi-task, set priorities and manage time effectively
\n\tTrack your own work daily and compare to benchmarks
\n\tAbility to manage emotional responses and remain calm under pressure when dealing with disturbing information and content.<\/p>\n
go to method of application \u00bb<\/p>\n
Use the link(s) below to apply on company website. \u00a0<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Q-Sourcing Servtec Group","_company_website":"http:\/\/qsourcing.com","_company_tagline":"Q-Sourcing Servtec Group is a global management consulting firm that helps people make significant improvements to their business performance and realize their most important career goals. With over 15 years in business and a combined 25 years plus personnel experience, we have built a company un... read moreiquely equipped to provide quality personnel & skill individuals to improve productivity through customized services. Q-Sourcing Servtec group is a member of Servtec International Group, a business solutions group with presence in over 13 countries worldwide with consistent excellence in Human Resources Management, Training, Fire Fighting and SHEQ support.\u00a0At Q-Sourcing Servtec Group, we are known for neatly solving the most complex business challenges through innovative offerings.","_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":[693,717,1356],"job-types":[687],"class_list":{"0":"post-96941","1":"job_listing","2":"type-job_listing","3":"status-publish","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\/96941","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=96941"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96941"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96941"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96941"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}