Our client is a multinational company that operates across the globe in the service industry. They are seeking an experienced and well-exposed Customer Service Representative for their Nairobi location. As a Customer Service Representative, you will be responsible for handling customer queries that come from multiple channels, such as phone, email, and social media. It is important to ensure that quality metrics are met during any interactions with clients, and that queries are handled within the expected turnaround times. Additionally, you will take ownership of customer concerns and liaise with different departments to ensure the resolution of customer queries.
To be successful in this role, you should have at least three years of customer service experience working for a company that caters to several countries. Exposure to working in a multinational company is also a must. A bachelor’s degree in a relevant field is required, and excellent spoken and written English is a must-have. You should have strong phone contact handling skills, active listening abilities, and be customer-oriented with the ability to adapt/respond to different client temperaments. Excellent communication and presentation skills, along with the ability to multitask, prioritize, and manage time effectively are also required. It is important to have an understanding of data privacy and confidentiality.
As a Customer Service Representative, you will also be responsible for investigating and resolving customer complaints to customer satisfaction. You will have the opportunity to contribute to process or policy formulation to continuously enhance service levels. You will work with omnichannel KPIs and targets and ensure that they are met. Flexibility to work in 24/7 shifts if required is a must.
Our client offers a challenging job working for a global leader in digital customer experience, an opportunity to work in a workplace that values inclusion, diversity, and respect. They have a dynamic and entrepreneurial company culture that values and stimulates initiative. You will have growth opportunities at the local and international levels, international experience, and interactions with global teams and work with global brands. The company offers a competitive salary gross with extralegal benefits and medical cover, and bonuses depending on individual performance.
