JOB TITLE: CUSTOMER CARE CALL SUPPORT

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced Customer Care Call Support to work in Nairobi, Kenya. 

Job Summary:

To provide exceptional customer support across multiple channels (tickets, calls), resolve inquiries, and gather feedback through call data, ensuring a positive customer experience and contributing to company growth.

Key duties and responsibilities:

a)    Manage inbound and outbound calls in a timely manner

b)    Follow communication “scripts” when handling different topics

c)    Identify customers’ needs, clarify information, and provide solutions and/or alternatives

d)    Seize opportunities to upsell products when they arise

e)    Work on customer tickets resolving both escalated and created tasks

f)     Keep records of all conversations in our call center database in a comprehensible way

g)    Meet personal/team qualitative and quantitative targets

h)    Identify and escalate priority issues and concerns to management

i)      Assist customers in after-sale services through surveys, customer call-ins, and other follow-ups as assigned

j)      Escalate to third parties for customer support and resolution of repairs, accidents and insurance

k)    Handle emergency issues raised by customers on road traffic accidents, evacuations and rescues and escalate as per process

l)      Support in thermal incidences and escalate to management

m)   Support in issues related to driving training, logbooks and number plates and escalate as appropriate

n)    Receive and escalate customer documentation related to incidences and accidents

o)    Attend in-person training on product, system and process escalations

p)    Propose new ideas as gotten from customer feedback or else that help the team to improve processes and troubleshooting

q)    Assist in any other customer support tasks as requested by the supervisor

Requirements

• Previous experience in customer support role
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Track your own work daily and compare to benchmarks
• Ability to manage emotional responses and remain calm under pressure when dealing with disturbing information and content.

Interested and qualified applicants should submit their applications through the link below

Note: Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.