Call Centre Agent at Ukristo na Ufanisi Sacco Limited
The holder of this position will report to the Marketing & Business Development Manager.
KEY RESPONSIBILITIES:
- Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat.
- Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions.
- Information provision: Provide accurate and detailed information about products, services, and company policies.
- Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures.
- Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty.
- Goal achievement: Meet or exceed performance goals and Key Performance Indicators (KPIs).
- Escalation: Escalate priority issues to the appropriate department or supervisor when needed.
- Compliance: Adhere to the company guidelines, security policies and procedures.
- Upselling: Identify opportunities to upsell products or services when appropriate.
REQUIRED SKILLS AND QUALIFICATIONS
- Ability to use computers, navigate various software programs.
- Understand the products or services the company offers to provide accurate information.
- Excellent verbal and written communication skills.
- Active listening skills.
- Strong analytical skills to identify customer problems and find effective solutions.
- Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers.
- The capacity to adjust to different customer personalities and unique situations.
- The ability to manage multiple tasks simultaneously.
- The ability to work effectively as part of a team.
- Diploma in Business Administration, Communications or a related field.
- Previous experience in customer service or call centre is preferred.
How to Apply
Interested and qualified candidates should send their CVs to info@ukristonaufanisicoop.com with the subject line of position applied to reach us on or before 6th November 2025.