Company Profile
KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process
Outsourcing (BPO) services to organizations worldwide.
KenCall offers unrivalled experience in customer care, telesales, technical support, customer
acquisition, web chat services and BPO. Its business is built upon world-class technology infrastructure and operations.
Job Profile
The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution.
Modeling effective communication skills, contact centre agents must be knowledgeable about the
products and/or services of the organization they represent.
Main Responsibilities of the Job:
Provide professional customer service by:
- Being service-oriented
- Listening attentively to customers and responding to customer enquiries in writing
- Anticipating potential needs or problems of customers
- Maintaining a balance between business and customer needs
- Following through on commitments
- Making recommendations of alternate solutions if customer expectations cannot
- be met and following relevant escalation contact protocols
- Maintaining confidentiality of information
- Achieving first contact resolution (FCR)
- Handling complaints or issues satisfactorily
- Providing accurate information about products and services
- Processing transactions effectively
Conduct activities in a professional manner by:
- Modeling enthusiasm and interest in well being of organization and its customers
- Determining if problems are within assigned level of authority
- Demonstrate diplomacy when dealing with difficult situations
- Reporting in a detailed and accurate manner
- Operating within the organizational chain-of-command
Exhibit contact management techniques by:
- Establishing and maintain rapport with customers
- Using questioning techniques to guide customer
- Obtaining information from customers in order required
- Diffusing volatile situations
- Managing contact flow in conjunction with various business systems
Communicate effectively by:
- Delivering messages effectively
- Recognizing challenges due to diversity, e.g. language barriers
- Giving full attention to customer
- Confirming understanding by paraphrasing, repeating or reframing what has been said
- Keeping message clear and concise
- Adjusting voice and communication style to engage a customer
- Ensuring reports are accurate and sufficiently detailed
- Using appropriate writing style for purpose and audience
Maintain a safe working environment by:
- Understanding the principles of ergonomics in the workplace
- Managing personal wellness
- Following company operating procedures
Working Conditions
- Hours of work will vary and shift work will be required
- Agents may be required to sit for longer period of time
- Agents will spend long periods in front of computer screens
Main Skills
- Excellent verbal and written communication skills
- A minimum typing speed of 30wpm (A MUST)
- Ability to learn detailed instructions quickly
- Superior problem solving skills
- Ability to explain detailed instructions articulately and clearly
- Ability to multi-task effectively
- Technical aptitude
Personal Qualities
- Strong work ethic
- Exceptional customer service skills
- Ability to recognize sales opportunities
- Excellent telephone manner
- A Passion for the music and media industry
- Positive attitude
- Excellent personal grooming
- Clear neutral accent
Qualifications
- An Education background in the arts, preferably music.
- Previous experience in web services, online marketing advantageous
- Knowledge of computer and communication systems
- Experience in customer service environments an asset
- Previous contact centre experience an asset
- International exposure is highly advantageous
Note:
To apply, please send an email application to recruitment@kencall.com and attach your CV and a
brief analysis (300 words max) of the internet Article “Trends in Kenyan Popular Music” by Douglas B. Paterson.
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