Customer Service Agent at BBOXX Capital Kenya Limited

  • Full Time
  • Ruiru

BBOXX Capital Kenya Limited

Job Description/Requirements

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

To apply for this job please visit www.brightermonday.co.ke.