Call Centre Agent Job in Nairobi at Kimberly-Ryan

On Sunday, December 23rd, 2012
Job Description
Call Centre Agent
Reports To: Service Delivery Manager

Job Objective:

The purpose of this role is to field and log technical customer calls and e-mails; provide first line support, troubleshoot problems and advise on the appropriate action, or otherwise escalate issues to next level support.

Essential Functions

  • Manage support calls/e-mails, and escalate to the relevant team
  • Open, track and close trouble tickets; maintain status updates and requests with the Customer.
  • Engage various troubleshooting methods to fix a problem, logging the calls into a service desk system.
  • Periodically call up customers post incident resolution to ensure their satisfaction and provide any additional service if required.
  • Perform additional diagnostic duties with the customer
  • Provide fault analysis and prepare reports
Competencies/Skills set
  • Excellent troubleshooting and critical thinking skills
  • Effective communication skills both oral and written
  • Effective analytical and problem-solving skills
  • Good ethical conduct
  • Ability to work in multi-cultural and multi-lingual environments
  • Ability to work flexible shifts that include evenings and weekends
Qualifications and Experience
  • Current college student with coursework in any of the following disciplines: – Computer Science, Telecommunications, Electrical or Electronic engineering or related technical disciplines
  • At least one years’ experience working with computer technology in a business or institutional environment
Job-related Skills
  • Computer Literacy in MS Office is essential
  • Professional Communication
  • Interpersonal Skills
  • Problem Solving
  • Decision making
  • Analytical Skills
  • Goal oriented, learning skills
  • Assertive, pro-active and initiative
  • Team oriented, adaptability
  • Stress tolerance, perseverance
  • Tactful, attention to detail, problem-solving
  • Goal oriented, flexible
  • Task execution, planning and organizing
  • Independent
The position will be based in Nairobi
Must be prepared to work long hours and weekends
Must be willing to assume varying responsibilities as delegated from time to time.

If interested, kindly send your CV to [email protected],with the job title as the subject matter

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