Customer Service Agent at BBOXX Capital Kenya Limited

Reports to: Customer Service Call Centre Supervisor

Location: Ruiru

Purpose:

• Contact BBOXX customers by phone, and encourage adherence to payment plan
• Handle incoming calls and provide solutions/advice to customers
• Monitor and respond to incoming SMS
• Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
• Maintain and update customer data in Enterprise Resource Planning (ERP)
• Identify and escalate priority issues
• Complete call log
• Follow BBOXX sales and after-sales processes
• Accurate data entry and navigation of ERP
• Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously been contacted with technical issues
• Receive incoming calls from customers with technical issues
• Respond by phone to requests for help or information made through our SMS system
• Escalate customer issues that are not easily solved by telephone
• Make calls in accordance with all relevant sales and aftersales processes

Person Specification and Desired skills

• The ideal candidate should have a diploma in any communication or business-related field and may have previous call Centre/sales experience.
• Excellent verbal communication skills
• Ability to understand and adapt to customer needs
• Excellent data entry skills and attention to detail
• Organization and time management
• Customer Service orientation
• Resilience when faced with stress; Positive attitude and energy
• Persuasiveness and problem-solving skills