ICT Officers (Call Center Agent) – 3 Posts at Baringo County Government

Job Details/Description
Duties and responsibilities

•  Manage inbound and outbound calls
•  Develop and follow various communication scripts when speaking to clients on specific areas;
•  Handle daily customer engagement;
•  Identify customer needs , answer questions and solve problems according to defined criteria;
•  Operationalize the Customer Relationship Management (CRM) systems;
•  Handle interaction and provide conversation logs and storing customer data for future reference and history of interactions with contact center;
•  Implement work flow management for staff leave;
•  Develop and implement county knowledge base across all departments;
•  Escalate identified customer requests to the department customer service representative ;
•  Undertake compliance monitoring on communication etiquette;
•  Troubleshoot and repair of hardware, operating systems Applications;
•  Enhance office IT system through appropriate upgrades and advise the contact center unit on
• changes or improvements required;
•  Install and support ICT hardware and software.

Requirements for the appointment

•  Bachelor of Science in Information technology, information systems /science ,Computer Science ,
• Communication & Public relations or related field and or relevant qualification from a recognized institution;
•  Shown merit and ability as reflected in work performance and results
• One year experience in the field.