Summary
Date Posted: Thursday, November 18, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
The incumbent will make outgoing and receive incoming calls from BBOXX clients from across the country.
Role: Customer Service Call Centre Agents
Reports to: Customer Service Call Centre Supervisor
Location: Ruiru

Purpose:
Make outgoing calls to customers across BBOXX portfolio, in accordance with our after-sales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.

Job’s Responsibilities
• Contact BBOXX customers by phone, and encourage adherence to payment plan
• Handle incoming calls and provide solutions/advice to customers
• Monitor and respond to incoming SMS
• Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
• Maintain and update customer data in Enterprise Resource Planning (ERP)
• Identify and escalate priority issues
• Complete call log
• Follow BBOXX sales and after sales processes
• Accurate data entry and navigation of ERP
• Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
• Receive incoming calls from customers with technical issues
• Respond by phone to requests for help or information made through our SMS system
• Escalate customer issues that are not easily solved by telephone
• Make calls in accordance to all relevant sales and aftersales processes

Person Specification and Desired skills
• Ideal candidate should have a diploma in any communication or business-related field and may have previous call Centre / sales experience.
• Excellent verbal communication skills
• Ability to understand and adapt to customer needs
• Excellent data entry skills and attention to detail
• Organization and time management
• Customer Service orientation
• Resilience when faced with stress; Positive attitude and energy
• Persuasiveness and problem-solving skills

Work Hours: 8

Experience in Months: 24

Level of Education: Associate Degree

Job application procedure
Use the link below to apply.
https://bboxx.csod.com/ux/ats/careersite/4/home/requisition/1190?c=bboxx

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