ICT Officers (Call Center Agent) – 3 Posts at Baringo County Government

  • Full Time
  • Baringo

Baringo County Government

Job Details/Description
Duties and responsibilities

  •  Manage inbound and outbound calls
  •  Develop and follow various communication scripts when speaking to clients on specific areas;
  •  Handle daily customer engagement;
  •  Identify customer needs , answer questions and solve problems according to defined criteria;
  •  Operationalize the Customer Relationship Management (CRM) systems;
  •  Handle interaction and provide conversation logs and storing customer data for future reference and history of interactions with contact center;
  •  Implement work flow management for staff leave;
  •  Develop and implement county knowledge base across all departments;
  •  Escalate identified customer requests to the department customer service representative ;
  •  Undertake compliance monitoring on communication etiquette;
  •  Troubleshoot and repair of hardware, operating systems Applications;
  •  Enhance office IT system through appropriate upgrades and advise the contact center unit on
  • changes or improvements required;
  •  Install and support ICT hardware and software.

Requirements for the appointment

  •  Bachelor of Science in Information technology, information systems /science ,Computer Science ,
  • Communication & Public relations or related field and or relevant qualification from a recognized institution;
  •  Shown merit and ability as reflected in work performance and results
  • One year experience in the field.

Method of Application

Applicants should submit their applications together with copies of their Cover letters, detailed Curriculum Vitae, Academic and Professional Certificates, Testimonials, National Identity Card or Passport.
The application should be contained in an envelope indicating the position applied for on top and submitted (hand delivered or by post), to the undersigned on or before 8th December, 2023 at 5.00 PM.
THE SECRETARY /CEO,
BARINGO COUNTY PUBLIC SERVICE BOARD,
MWALIMU PLAZA,– 2nd FLOOR, WEST WING,
P.O BOX 585- 30400,