Dorbe-Leit Consulting

Call Centre Agent - Nairobi

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Active since 04-07-2018 Job category Sales - Office Staff / Telesale...
Location Nairobi Level Mid-Senior level
Educational level Vocational / Diploma / As... Employment type Permanent contract
Hours 0 Salary Kshs.30, 000-40, 000
Our client is a leading real estate development partner offering solutions that range from project management to co-development and property trading in the Kenyan real estate sector. They have a wide portfolio of blue chip clientele and partners having achieved unmatched recognition in the industry and effectively built its brand as a reliable delivery partner.
Are you a young seasoned customer service agent who is confident, energetic, ambitious, resourceful and imaginative with the desire to challenge yourself? Are you interested in being part of a team focused towards transforming the real estate market in Kenya and beyond the East African region? If so, then this is the job you are looking for.

Our client would like to fill the position of a Call Centre Agent.

Purpose Statement of the Position
The jobholder will answer incoming calls from customers, respond to inquiries, manage complaints, provide general information & troubleshoot significant customer service problems.

Key Outputs
• Through the use of our CRM, contact potential customers by phone and sell the company’s product proposition with aim of converting into sales.
• Deliver prepared sales scripts to persuade potential customers to purchase the company’s product service offering.
• Manage the sale process through tele sales by conducting the following tasks - describe products and services, respond to questions, identify and overcome objections, obtain customer information, obtain possible customer leads
• Maintain customer/potential customer data bases, follow up on initial contacts, complete records of telephonic interactions, orders and accounts.
• Make outbound calls to manage customer account and bill payments, rent reminders and follow up collections.
• Make outbound calls to manage customer’s queries around maintenance issues, resident/tenancy queries and updating the helpdesk to close all issues using first time resolution tactics.
• Periodically conduct customer satisfaction surveys to enhance the overall brand proposition.
• Understanding customer user journey as well as the company’s customer acquisition and retention program.
• Making outbound communications to: potential customers, existing customers and grievance handling at contact center through our digital platforms.

Customer Service through Inbound Calls
• Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
• For all inbound calls - handle customer inquiries both telephonically and by email, research required information using available resources, manage and resolve customer complaints and provide customers with product and service information
• Ensure all new customers information is entered into system, update existing customer information and process orders, forms and applications.
• Problem resolution -identify and escalate priority issues, route calls to appropriate resource, follow up customer calls where necessary, document all call information according to standard operating procedures
• Complete call logs and produce call reports.

Minimum Requirement
• A Bachelor’s degree in Business Administration, a Diploma in Management or its equivalent.
• Prior work experience in a call centre is highly desirable.
• Tele-sales work experience is highly desirable.
• Demonstrated experience in customer service & customer acquisition programs.
• Knowledge of social media management.
• Knowledge of customer service practices & principles.
• Excellent data entry & typing skills with proficiency in working with a CRM.
• Excellent written & telephone communication skills.
• Passion for success & attention to detail.
• Keeps up-to-date with internal & external activities which may influence role.
• Proficiency with MS office, Windows environment.

Key Attributes
• High customer orientation and problem solving abilities
• Sensitivity to Business and Result Orientation
• Ability to simplify processes or demonstrate flexibility in role play
• Strong sense of Commitment, Integrity and Ownership to given tasks or pervious roles
• Ability to handle stressful situations appropriately.
• A team player.

Good to Have for this role
• Energetic and enthusiastic
• Witty and good with social media conversation skills best if they have an active social profile
• If they have lived in a hostel this would be added advantage as they can relate with product
• Drive for success and customer engagement
• Recent graduate as this an entry level job with promising career prosp


More information
This listing is a full-time job

Job category Sales - Office Staff / Telesales / Call Centre
Industry / Industries Construction
Region Kenya
Keywords CCA

Contact information

Name Dorbe Leit