Position Objective:

To deliver high-quality customer service by effectively handling customer inquiries, providing accurate information, and ensuring customer satisfaction through efficient and professional interactions.

Specialized Duties:

• Handle inbound and outbound calls, emails, and chats (whatever applicable) in a professional and timely manner.
• Understand and communicate company products, services, and policies accurately.
• Provide solutions to customer inquiries and resolve complaints effectively.
• Ensure adherence to call scripts, protocols, and quality standards.
• Maintain customer interaction records in the system for future reference.
• Escalate unresolved issues to the appropriate department or supervisor.
• Follow up with customers to ensure their concerns have been addressed satisfactorily.
• Maintain a positive and empathetic attitude while interacting with customers.
• Participate in training programs to enhance product knowledge and customer service skills.
• Support marketing and sales initiatives by providing customers with relevant information (if applicable).

Operational Duties

• Meet performance KPIs, which are provided and signed.
• Adhere to company policies, procedures, and compliance guidelines.
• Maintain a high level of professionalism and integrity in all interactions.
• Work closely with team members to improve overall service quality.
• Participate in team meetings, coaching sessions, and feedback discussions.
• Stay up to date with company updates, new product launches, and industry trends.

Recruitment Criteria

Experience:

Minimum 1 year of experience in customer service or a call center environment.

Education:

• High school diploma or equivalent required
• A bachelor’s degree in any related field is an added advantage
• A medical background is an added advantage

Skills & Competencies:

• Strong verbal and written communication skills.
• Excellent interpersonal and listening abilities.
• Proficiency in computer applications and CRM systems.
• Strong problem-solving and conflict resolution skills.
• Ability to handle high-pressure situations professionally.
• Strong attention to detail and accuracy.
• Ability to multitask, prioritize, and manage time efficiently.
• A positive and customer-focused attitude.

The position offers a gross monthly salary of KSh. 28,541.