Contact Center Agent at SaliX Data

  • Full Time
  • Nairobi

SaliX Data

Job Description

A. CALL CENTER TRAINEE POSITION –DURING 6 WEEKS TRAINING:

  • Product Knowledge: Gain expertise in tracking insurance for mortgaged houses.
  • Staging: Perform trial tasks to meet production and quality expectations set by the trainer.
  • Mock Calls: Practice call handling scripts, receive feedback, and work to improve where needed.
  • Shadowing Sessions: Learn from experienced processors through active participation.
  • Client Meetings: Join meetings for assessment and feedback in preparation for production.
  • Meetings: Attend company and project-related meetings as necessary.
  • Team Collaboration: Complete assigned tasks under the trainer’s guidance.
  • Participate in HR’s background checks process, ensuring timely paperwork submission.
  • Smartphone Usage: Maintain a compatible smartphone for easy access to client tools.
  • Attendance: Ensure consistent attendance on training days without unjustified absences.
  • Punctuality: Arrive promptly when reporting to work.
  • Biometric Check-In: Register check-in using the biometric door access system.
  • Any other related task that may be assigned by the trainer during the training.

B. PROCESSOR, CALL CENTER POSITIONS – POST TRAINING:

Subject to 3rd party background checks and successful client tests, the candidate may graduate to join production (Become a Call Centre Processor). Below are the duties and responsibilities that come with the role.

  • Maintain high-quality service, meeting quality standards on calls and the web, while always upholding integrity and ethical conduct.
  • Complete tasks efficiently and avoid selecting easy ones for the sole purpose of merely meeting productivity targets. Seek new tasks upon completion.
  • Strictly follow processing procedures as instructed during training and QC Audit feedback, avoiding any omissions.
  • Welcome feedback for improvement from both QC and leadership, taking responsibility for mistakes and areas to grow.
  • Learn from coaching sessions to prevent repetitive mistakes.
  • Communicate with the immediate supervisor in case of attendance issues, avoiding unexplained absenteeism. Ensure your communication is prompt and responsive.
  • Participate during shadowing sessions to help the trainees understand the call-handling process by allowing them to observe how you perform your tasks.
  • Meetings: Attend company and project-related meetings as necessary.
  • Punctuality: Arrive promptly when reporting to work.
  • Biometric Check-In: Register check-in using the biometric door access system.
  • Any other duty that may be assigned by your Team Leader.

Candidates Must;

  • Have a valid certificate of good conduct/ Police Clearance Certificate – Recently acquired within 6 months period.
  • To facilitate drop-off after shift, preferred candidates must be living or willing to relocate within a short notice to any of the following areas; Zimmerman – along Kamiti road, Kibra and Kawangware/Kabiria.
  • Be willing to work EST hours (3:00PM – 1:00AM, Mondays to Fridays, Inclusive of Kenyan public holidays that fall within the week.)
  • Have a smart phone – Preferably Android version 12 and above with capacity to host an app for tool access.
  • Have typing speed of 40wpm and above with high accuracy levels.

Qualifications

  • 1 year experience in a call center or customer service environment
  • Diploma or Degree in public relations or any other related field
  • Knowledge of administration and clerical processes
  • knowledge of customer service principles and practices
  • knowledge of call center telephony and technology
  • Familiarity with CRM systems and practices
  • Verbal, (English language proficiency with minimum accent interference)
  • Superior listening skills
  • Proficient in relevant computer applications
  • Stress tolerance and resilience
  • Excellent data entry and typing skills
  • Achieve thoroughness and accuracy when accomplishing a task.
  • Willingness to think proactively and anticipate future needs

Additional Information

We are an equal opportunity employer. We value and appreciate diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

In your message to the hiring manager, please remember to mention your salary range, current place of residence, willingness to relocate to any of the above mentioned areas, whether you have a valid certificate of good conduct, ability to work EST hours and  specific skills and experience you bring to the role.

Applications are received and reviewed on a rolling basis. Only shortlisted Candidates are contacted. 

To apply for this job please visit jobs.smartrecruiters.com.