Location: TTK’s Buruburu Office
Reports to: TTK Communications & Planning Manager
Start date: Immediate
Duties and responsibilities
Primary Responsibilities
· Handle inbound/outbound calls from partner daycares, TKK staff, and other stakeholders.
· Maintain customer experience levels within the quality standards stipulated.
· Adhere to the Data Protection policy concerning the confidentiality of customer details.
· Handling complaints and queries in a polite and professional manner.
· Understand and adhere to the escalation process.
· Provide peer support to other TKK staff in an effort to improve overall team performance.
· Support the TTK team by doing phone surveys and follow-ups.
· Support with outgoing calls for logistics for training, stakeholders’ visits, and product distribution.
· Provide feedback and communication to network based on planned events and initiatives.
· Support in maintaining TTK Parents’ & Managers’ contact lists.
The tasks outlined above are not exhaustive and the Company reserves the right to update this Job Profile as responsibilities change.
Experience and personal qualities
Requirements:
· A Diploma from a recognized tertiary institution, however, Bachelor holders will have an added advantage
· Fluent in the English Language (neutral and clear accent)
· Good knowledge of Kiswahili (where applicable)
· Good customer service skills
· Good typing skills and IT literacy skills
· Social work experience
Personal Qualities:
· Excellent communication skills. Fluent in written and spoken English and Kiswahili.
· Ability to build rapport with customers, displaying professionalism at all times
· Energetic and enthusiastic
· PC literate
· Customer focused
· Remains calm and retains control when faced with difficulty and during busy periods
· Positive attitude – outgoing with a can-do mentality
· A proven track record of reliability and attendance within career history
· Strong team player, with high emotional intelligence and the ability to positively and constructively work with individuals to meet collective results.
· Cultural awareness and ability to work effectively with diverse communities
Compensation
This is a full-time, salaried position. Salary will be commensurate with experience and qualifications.
Contract duration
6 months contract with a 3-month probation period, with the opportunity for renewal.
Application process
Submit a letter of interest plus a current CV to [email protected]
Include “Application for Call Centre Officer – your full name” as the subject title of your email. TTK will review applications on a rolling basis.
