About this role
SunCulture Kenya Ltd
Customer Service Representative
Job Type Full Time Qualification BA/BSc/HND , Diploma Experience 2 years Location Nairobi Job Field Customer Care, Success and Service
Key Responsibilities
- Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
- Resolving customer complaints or issues in a timely and efficient manner.
- Providing information to customers about products or services.
- Documenting customer interactions and transactions in a call center software or CRM system.
- Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
- Keeping current with company and industry-related information to ensure accurate information is provided to customers.
- Identifying and escalating complex customer issues to a supervisor or manager as needed.
- Following up with customers to ensure their needs were met.
- Participating in training and development programs to improve skills and performance.
Qualifications
- Bachelor's Degree, Diploma in Communication, Customer Relations, Public relations, or any relevant field.
- At least 2 years experience working in a call center as a Customer Service Representative;
- Knowledge of call center terminology, applications, and metrics
- Hands-on, detail-oriented, and strong execution skills.
- Good communication skills, both written and spoken, with the ability to interact with customers professionally
- Independent thinkers who can thrive in a fast-paced dynamic environment.
- Have the ability to handle pressure, meet deadlines
- Be organized and be good in time management
- Basic computer skills.