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