Contact Center Executive at Sun King

Job Title: Contact Center Executive

Contact Center Executive Job Description

As a Contact Center Executive, you will play a crucial role in working closely with the Operations and Sales teams to provide exceptional service to both existing and potential customers. Your responsibilities will include addressing customer inquiries, resolving product issues efficiently, and ensuring a high level of customer satisfaction.

Contact Center Executive Key Responsibilities

1. Maintain Service Excellence: Implement corrective actions when necessary to uphold a high standard of service and ensure customer satisfaction remains at its peak.
2. Promptly Resolve Customer Queries: Receive and address customer queries in a timely manner, ensuring their concerns are resolved effectively.
3. Efficiently Handle Customer Interactions: Proactively listen to customers, handling all queries with care while maintaining service quality and standards.
4. Minimize Defaults: Reach out to customers with delayed payments to help minimize defaults.
5. Resolve Pending Issues: Proactively contact dormant customers to address any pending issues and maintain good customer relationships.
6. Report Customer Issues: Report customer-raised issues that require immediate attention or resolution from management to the call center team managers.
7. Measure Customer Satisfaction: Check customer satisfaction levels after a sale and work towards increasing customer retention.
8. Gather and Document Information: Record relevant information about customers and products using appropriate systems.
9. Perform Assigned Tasks: Fulfill any other tasks or duties that may be assigned.

Qualifications:

To be a strong candidate for this role, you should have:

• A bachelor’s degree or Diploma with at least a year of related work experience.
• Basic knowledge of Excel spreadsheets and data entry skills.
• Experience in customer assistance is an added advantage.
• Flexibility to thrive in a fast-evolving work environment.
• Strong multitasking abilities under tight deadlines with attention to detail.
• Professional and courteous demeanor with customers.
• Excellent verbal and written communication skills in both English and Swahili.
• Willingness to work in shifts.

Desired Culture Behaviors:

We value candidates who exhibit the following behaviors:

1. Ownership: Taking responsibility for your work and executing tasks thoroughly, seeking efficiency to provide more value to our customers.
2. Partnership: Prioritizing forming strong relationships, understanding the needs of colleagues and customers, and working together towards common goals.
3. Critical Thinking: Embracing innovation and seeking opportunities to improve efficiency and effectiveness in all aspects of the business.
4. Customer Focus: Going above and beyond to exceed customer expectations and consistently deliver exceptional service.
5. Continuous Growth: Seeking opportunities to learn, improve, and become a stronger professional.

What We Offer:

In addition to compensation and statutory benefits, we provide:

• Opportunities for professional growth in a dynamic, fast-growing industry.
• An open-minded, collaborative culture where enthusiastic individuals work together to innovate and grow a smart, sustainable business with a positive impact on the world.
• A truly multicultural experience, working with and learning from people from different geographies, nationalities, and backgrounds.
• Structured learning and development programs through the Greenlight Academy to help you become a better leader, manager, and professional.

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