Customer Service Agent at Brites Management

  • Full Time
  • Nairobi

Brites Management

Duties and Responsibilities

  • Communicating day-to-day by responding to potential/existing customer inquiries by providing and/or clarifying with the desired information. The main communication channels will be Emails, Calls and Chats.
  • Managing customer interactions by multitasking between Emails and Calls at the same time based on the requirements in the daily planning.
  • Answering calls from clients and advising on the necessary information.
  • Acting as the point of contact among employees, clients, and other external partners.
  • Maintaining workplace security by issuing, checking, collecting badges as necessary, and maintaining visitor logs.
  • Assisting with a variety of administrative tasks including copying, faxing, taking notes
  • Taking ownership of the emails assigned and completing the necessary concerns raised before the end of the business.
  • Monitoring requests/quotations sent through email and time taken to respond within our turnaround time.
  • On a weekly basis share the attrition report and commit to re-activate dormant accounts.
  • Informing clients by explaining procedures and answering questions through inbound calls.
  • Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
  • Escalating of client queries properly through the CRM system.
  • Ensuring strict process compliance in line with the business lines objective.
  • Selling additional products by recognizing opportunities to cross-sell or upsell.
  • Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures.
  • Following up on any issues raised by clients and feedback reports by the RO’s and RM’s.
  • Generating reports on the various engagements and feedback collected.
  • Enhancing brand reputation and coordinating public events.
  • Championing and organizing appropriate social responsibility programs and activities.
  • Overseeing all creative inputs on the company’s communications and publications.
  • Conducting market research and analysis to stay up to date with evolving customers’ needs.
  • Devising marketing communication/ campaigns to clients via e-shots, travel alerts, bulk messages (blast texts), Blast emails, newsletters, etc.
  • Ensuring proper internal communication with Staff on new developments in the industry & within the organization.
  • Responsible for briefing and delivering all website updates on a weekly or monthly basis in line with and supporting marketing campaigns or driving business promotion priorities.
  • Continuously monitoring and improving the effectiveness of communication initiatives.
  • Administering a quarterly customer satisfaction survey to gauge our services.
  • Conducting regular communication and training.
  • Overseeing the CRM launch and monitoring its effective implementation.
  • Confirming customer data is maintained within the customer relationship management system.
  • Preserving and promoting company reputation among staff and clients.

Key Requirements Skills, experience and qualification

  • Impressive telephone etiquette and excellent computer applications and keyboard skills with at least 60WPM.
  • Great verbal and written communication skills as well as the ability to work in a team.
  • Excellent interpersonal skills to be able to react effectively and calmly in emergencies and within strict guidelines.
  • Candidates should have the capability to maintain the trust of customers while maintaining customer confidentiality.
  • 2+ years’ experience working in a contact center but not mandatory.
  • A strong understanding of Contact Centre best practices

Method of Application

  • If you meet the above qualifications, skills and experience send CV urgently to quoting the job title as the subject line on your email

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