Background

Hotpoint Appliances Ltd was established in 1984. Its first store was located in the Sarit Centre shopping mall in Nairobi. In late 1990s Hotpoint was awarded the Sole Distributorship Agency for LG Electronics. Later on, it went on to acquire agencies for other global brands including Ariston, Westpoint and Kenwood. The company quickly expanded its operati...

Job Purpose

The overall purpose of the Contact centre Agent role is to handle inbound and outbound calls to and from customers. This also includes engaging with our audience through social media platforms, especially WhatsApp for business and ensuring a consistent and professional brand presence across all digital and verbal channels. Central to this role is active listening to customers’ needs or issues and providing helpful solutions to their concerns.

Job Responsibility and Accountability

Call Centre Support

• Inbound Support: Promptly answer calls regarding sales inquiries, product purchases, current promotions, and queries about our showrooms or service centre.
• Internal Liaison: Efficiently manage and transfer internal calls to ensure inter-departmental queries reach the correct personnel.
• After-Hours Support: Assist the warehouse team by managing online customer queries after work hours to ensure continuous service.
• De-escalation: Handle dissatisfied customers with empathy and patience, utilizing professional conflict-resolution techniques to improve customer experience.
• Follow-ups: Execute outbound follow-up calls to ensure customer issues are resolved to their satisfaction and to close the loop on pending inquiries.
• Promotion Awareness: Stay up-to-date on company offerings to provide accurate information regarding sales and service centre.

WhatsApp Engagement & Social media

• WhatsApp Business Management: Manage HAL's WhatsApp Business line, responding to product inquiries, order status, promotions and general customer questions in a timely, friendly and accurate manner.
• Community Management: Monitor and respond promptly and professionally to comments, messages and reviews across all HAL social media channels, ensuring every customer query is acknowledged and resolved or escalated.
• Social Listening & Reporting: Track mentions, comments, sentiment and engagement metrics; compile weekly social media and WhatsApp performance reports highlighting trends, common queries and areas for improvement.
• Escalation Management: Flag unresolved or sensitive complaints from WhatsApp and social media to the Call Centre Supervisor / Marketing team for prompt resolution, ensuring no query goes unanswered.

Qualifications and Skills

• A minimum of diploma in Sales, Marketing, Customer care or equivalent.
• Customer service training or exposure in a similar role in a call centre environment will be an added advantage.

Experience

• At least one year experience working at a busy call centre.
• Must be friendly with a pleasant and engaging personality.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

Technical and Soft Skills:

• Excellent communication skills (verbal and written)
• Ability to exercise tact and good interpersonal skills
• Negotiation Skills
• Strong Business Sense
• Decision Making Skills
• Analytical skills
• Integrity
• Responsive
• High Commitment.

Other behaviours critical for the role

• Ability to exhibit patience and tolerance.
• Ability to work with minimum supervision.
• Ability to multi-task, prioritize and pay attention to details

• Inbound Support: Promptly answer calls regarding sales inquiries, product purchases, current promotions, and queries about our showrooms or service centre.
• Internal Liaison: Efficiently manage and transfer internal calls to ensure inter-departmental queries reach the correct personnel.
• After-Hours Support: Assist the warehouse team by managing online customer queries after work hours to ensure continuous service.
• De-escalation: Handle dissatisfied customers with empathy and patience, utilizing professional conflict-resolution techniques to improve customer experience.
• Follow-ups: Execute outbound follow-up calls to ensure customer issues are resolved to their satisfaction and to close the loop on pending inquiries.
• Promotion Awareness: Stay up-to-date on company offerings to provide accurate information regarding sales and service centre.
• WhatsApp Business Management: Manage HAL's WhatsApp Business line, responding to product inquiries, order status, promotions and general customer questions in a timely, friendly and accurate manner.
• Community Management: Monitor and respond promptly and professionally to comments, messages and reviews across all HAL social media channels, ensuring every customer query is acknowledged and resolved or escalated.
• Social Listening & Reporting: Track mentions, comments, sentiment and engagement metrics; compile weekly social media and WhatsApp performance reports highlighting trends, common queries and areas for improvement.
• Escalation Management: Flag unresolved or sensitive complaints from WhatsApp and social media to the Call Centre Supervisor / Marketing team for prompt resolution, ensuring no query goes unanswered.

• Excellent communication skills (verbal and written)
• Ability to exercise tact and good interpersonal skills
• Negotiation Skills
• Strong Business Sense
• Decision Making Skills
• Analytical skills
• Integrity
• Responsive
• High Commitment.
• Ability to exhibit patience and tolerance.
• Ability to work with minimum supervision.
• Ability to multi-task, prioritize and pay attention to details

• A minimum of diploma in Sales, Marketing, Customer care or equivalent.
• Customer service training or exposure in a similar role in a call centre environment will be an added advantage.