Junior Customer Service Agent (2)

Can you answer customer’s queries and complaints on all platforms, create tickets on the interactions, determine the RCA for every complaint, offer a working solution and resolve the customer’s complaint? We are looking for you. Our client is a highly innovative company, founded in 2014 with the vision to enable affordable mass-market communications in developing countries. The company has launched its services in Kibera district and is expanding to cover other districts of Nairobi and other parts of kenya.

Key Responsibilities:  

• Go through all platforms, WhatsApp, Email, company im, phone calls, messages and reach out to the customers to understand the nature of their queries.
• Making welcome calls to the customer a week after they are installed.
• Making retention calls to the customer seven days before they go delinquent.
• Create a ticket for each customer interaction, capturing the customer’s complaint/query, the troubleshoots done with the customer, the solution given to the customer till the point of resolution.
• Liaising with TechOps by escalating all tickets that cannot be resolved from your end for them to troubleshoot remotely.
• Maintain high ticket quality throughout all your tickets capturing all the information needed for understanding of the customer’s issue and the steps taken to resolve the issue.
• Escalate tickets to the relevant departments ensuring the ticket has all the information required for the escalated party to act.
• Hitting SLA regarding response to a customer, escalation and ticket resolution.
• Timely raise any outlying tickets that have veered of the scope of our processes with your Team Lead for assistance.

Qualifications:  

• Diploma level training.
• At least 1-3 years’ experience in the service industry, directly interacting with customers.
• Flexibility, quick learner, a good Listener and a great team player. Due to the startup nature of our business, roles and tasks shall continually evolve.

Applications:

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