Customer Service Rep at SunCulture Kenya Ltd

About the role:

As a Back Office Representative, you will be a crucial part of the team responsible for handling customer tickets and resolving escalated issues from various departments. This role requires a strong attention to detail, excellent organizational skills, and the ability to collaborate with cross-functional teams to ensure timely and effective resolution of customer concerns.

Key Responsibilities:

Ticket Resolution:

• Investigate and analyze the root causes of customer issues and implement comprehensive solutions.
• Manage and resolve customer tickets escalated from front-line customer support teams.

Cross-Department Collaboration:

• Collaborate with other departments (e.g., technical support, billing) to gather information and resolve complex customer issues.
• Serve as a liaison between front-line support teams and other departments to streamline communication and issue resolution.

Data Entry and Documentation:

• Accurately document all interactions and resolutions in the company’s CRM system.
• Ensure that customer records are up-to-date and reflect the latest information regarding issue resolution.

Quality Assurance:

• Conduct thorough quality checks on resolved tickets to ensure accuracy and completeness.
• Identify trends in customer issues and work with relevant teams to implement process improvements.

Timely Escalation:

• Escalate unresolved issues to higher management or specialized teams as needed.
• Prioritize and manage the escalation queue to ensure timely resolution of critical customer concerns.

Customer Communication:

• Communicate effectively with customers to provide updates on the status of their escalated tickets.
• Ensure customers are informed about the resolution process and timelines.

Continuous Process Improvement:

• Work closely with team members to identify areas for process improvement within the back-office support function.
• Provide feedback on recurring issues to contribute to the enhancement of front-line support procedures.

Does this sound like you?

• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work well under pressure and meet tight deadlines.
• Proficiency in using CRM systems and other relevant tools.
• Collaborative mindset and the ability to work effectively in a team environment.
• Previous experience in back-office support, customer service, or a related field is a plus.
• Bachelor’s Degree, diploma or equivalent; additional education in customer service or a related field is advantageous.
• Proven experience in handling customer tickets and resolving escalated issues.