Customer Service Representative at Janta Kenya

Duties and Responsibilities


Handle customer queries phone, live chat, Whatsapp, Social Media, email and face-to-face in a polite and professional manner
Probing and Trouble-shooting customer queries to provide a suitable and satisfactory solution
Educate current and potential customers on product and service information via telephone, social media, activations, face to face amongst other media.
Maintain accurate customer records
Identify and escalate priority issues to the Team Leader
Follow up on customers whose issues had been previously escalated once there is a resolution
Conduct outbound campaigns and periodic surveys to educate customers on services and processes
Actively participate in team meetings
Maintain accurate customer records by following Customer Service procedure on record keeping.
Identify and escalate priority issues to your Team Leader.
Keep all equipment assigned to you operational and in proper condition by following established procedures; reporting malfunctions.
Attend all coaching sessions offered to you by your supervisors or any other assigned person.
Achieve the agreed KPIs and Objectives as communicated by your supervisor.
Any other responsibilities assigned by the supervisor(s)


Qualifications


Completion of KCSE; Diploma or higher education an added advantage
Experience working in Zambia, Lesotho, Botswana, Uganda, Rwanda and Mozambique in a call center set up being an added advantage
Passionate about customer care
In-depth understanding of betting products and services
Excellent typing skills
An excellent communicator
Positive attitude
Experience working with MS Office
Fluent in written and spoken English and Swahili
Able to work well under pressure and under minimum supervision
A fast learner who is able to work with set targets
A team player
Must be time flexible and able to work in a shift system including Public holidays and Weekend