SBL Innovate Manufacturers Limited is looking to hire Interns Call Centre Agents to assist in their call centre in Nairobi Westlands. They will be responsible for addressing customer inquiries, providing product information, resolving issues, and ensuring customer satisfaction over the phone and through electronic communication channels.
About SBL Manufacturers Limited
SBL Manufacturers Limited(SBL) is a company incorporated in Kenya located in Gilgil, Naivasha, with its Head Office in Nairobi City, Kenya. SBL Limited currently operates in Kenya, Tanzania, Zambia and Malawi and boasts of selling over 1 Million bags of organic fertilizer within a short period of operation. SBL Limited specializes in a different range of products including fertilizer and planting seeds. GPC and SBL fertilizers contain four chemical contents: silica, magnesium, phosphorus and zinc.
Responsibilities:
- Handle incoming customer calls, emails, and chats in a courteous and professional manner.
- Listen attentively to customers’ questions and concerns, and provide accurate and timely information regarding products, services, and promotions.
- Assist customers in making informed purchasing decisions by effectively presenting product features and benefits.
- Address and resolve customer complaints, inquiries, and issues promptly and professionally, striving to exceed customer expectations.
- Utilize available resources, including product knowledge databases and training materials, to provide accurate and consistent information to customers.
- Collaborate with cross-functional teams, including sales, technical support, and management, to escalate and resolve complex customer cases.
- Maintain thorough and accurate records of customer interactions and transactions using CRM software.
- Provide post-sales support, including order tracking, delivery information, and returns processing.
- Stay updated on product knowledge and industry trends to ensure accurate and up-to-date information is provided to customers.
- Identify opportunities for process improvement and customer service enhancements.
Qualifications
- A Diploma or Degree in Sales, Marketing, Customer Care, or equivalent
- Prior experience in a call centre environment an added advantage
- Ability to develop creative messages to be used on social media.
- Knowledge of customer service principles and practices.
- Fluent communication in both English and Kiswahili
- Customer service experience
- Knowledge of administration and clerical processes.
- Ability to work long hours and in a shift system.
- Handle incoming customer calls, emails, and chats in a courteous and professional manner.
- Excellent verbal and written communication skills
- Proficiency in using CRM software and other relevant computer applications.
- Ability to handle high call volumes and manage multiple tasks simultaneously.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Empathetic and patient attitude when dealing with customer concerns.
- Strong active listening skills and attention to detail.
- Ability to adapt to changing customer demands and company policies.
- Strong teamwork and collaboration skills.
- Positive and professional demeanour.
If you are up to the challenge and possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Call Centre-Intern) on or before the 27th September 2023. to
