Background information about the job or company (e.g., role context, company overview)

Operations Customer Expert (Customer Service Representative) at Teleperformance Kenya

Responsibilities or duties

• Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via phone and through emails and chats.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out to enable you respond to customer inquiries efficiently.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Managing database records, drafting status reports on customer service issues.
• Data entry and research as required to troubleshoot customer problems.

Qualifications or requirements (e.g., education, skills)

• Minimum of 1 year experience in Customer Service
• Degree/Diploma in any related field
• Typing speed of 40WPM with accuracy of 90% and above
• C1 English and excellent grammar skills
• Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
• Great people skills
• Proactive personality and self-motivator
• Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications.
• Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment.
• Outstanding written and verbal communication skills, great phone etiquette and elevated speech
• Should be flexible to work in shifts both day and night.

• Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via phone and through emails and chats.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out to enable you respond to customer inquiries efficiently.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Managing database records, drafting status reports on customer service issues.
• Data entry and research as required to troubleshoot customer problems.

• Typing speed of 40WPM with accuracy of 90% and above
• C1 English and excellent grammar skills
• Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
• Great people skills
• Proactive personality and self-motivator
• Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications.
• Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment.
• Outstanding written and verbal communication skills, great phone etiquette and elevated speech

• Degree/Diploma in any related field