Job purpose:
To manage inbound and outbound phone calls, email requests, and face-to-face interaction with a friendly, helpful approach.
Job Responsibilities:
- Customer support in a delightful, helpful, and timely manner on call, email, WhatsApp, LiveChat, Facebook, and Instagram.
- Correct tagging of customers to agents and Kasha business groupings.
- Provide customers with accurate, relevant, and useful information regarding Kasha products and services.
- Identify and track sales leads effectively, cross/upsell products and services for an enriched
- customer relationship.
- Quality data capture on Kasha systems.
- Ensure that all customer queries and complaints are fully resolved on a ‘One Stop Shop’ basis – First Call Resolution (FCR).
- Maintain a high level of product knowledge sufficient for issue resolution, retention, and customer education.
- Ensure that issues escalated arising from customer queries are resolved within 24 – 48 hours to maintain customer satisfaction and loyalty.
- Identify and track sales leads effectively, cross/upsell products and services for an enriched customer relationship.
- Quality data capture on Kasha systems.
- Attend Quality assurance sessions for consistent and quality customer handling.
- Actively represent the customer throughout the organization, highlighting trends, suggesting, implementing improvements and feeding back to relevant departments.
Role Requirements:
- Diploma/Degree in social science or any business-related field.
- Experience (6 months – 1 year) in customer handling in a contact center setting will be an added advantage.
- Computer proficient (Microsoft Word, Excel).
- Customer service oriented (empathy, patience, customer centricity).
