JOB OBJECTIVE
- The job holder will be the first point of contact for students, parents, and other stakeholders, providing accurate information and exceptional customer service.
DUTIES AND RESPONSIBILITIES:
- Answer inbound calls in a timely and friendly manner as per the SOP.
- Evaluate and handle customer requests, inquiries, and complaints and provide relevant solutions.
- Respond to the needs of the customers and provide personalised services.
- Boost customer loyalty by offering an excellent customer experience over the phone.
- Provide information on the university’s products and services and generate interest in the offer.
- Upsell and cross-sell the university’s courses.
- Identify and escalate priority issues and report them to the supervisor.
- Routing inbound calls to the appropriate resources when necessary.
- Obtain and evaluate all relevant data to handle complaints and inquiries.
- Record details of customer interactions, e.g., comments, inquiries, complaints, and actions taken.
- Communicate and coordinate with internal departments to enrich the customer experience.
- Complete call logs and reports.
- Manage and update customer database.
- Manage and follow up leads for conversion.
QUALIFICATIONS AND EXPERIENCE
- Bachelor’s degree in a business-related field from an accredited and recognised institution.
- At least one (1) year of work experience in customer service or a similar role.
- Proficiency in Customer Relationship Management (CRM) systems will be an added advantage.
OTHER SKILLS AND COMPETENCIES
- Exceptional communication skills.
- Customer Service Skills.
- Problem-Solving Skills.
- Excellent operational and organisational abilities.
- Proficiency in Microsoft Office applications and knowledge of email and chat platforms.
HOW TO APPLY
Interested candidates who meet the above requirements should submit an application letter, a detailed CV including three referees, academic & professional certificates and a clear copy of your Kenya National ID and KRA PIN certificate via the linked form https://forms.gle/Qx92iJ1LRXNRUBry7 by 15th December 2024.
