Call Centre Agent at Ukristo na Ufanisi Sacco Limited

Reporting Structure

The holder of this position will report to the Marketing & Business Development Manager.

Key Responsibilities

• Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat
• Troubleshoot customer issues and provide logical, lasting solutions
• Provide accurate and detailed information about products, services, and company policies
• Manage call volume and handle both inbound and outbound calls while following communication procedures
• Follow up with customers to ensure their issues are resolved and to build customer loyalty
• Meet or exceed performance goals and Key Performance Indicators (KPIs)
• Escalate priority issues to the appropriate department or supervisor when needed
• Adhere to company guidelines, security policies, and procedures
• Identify opportunities to upsell products or services when appropriate

Required Skills and Qualifications

• Diploma in Business Administration, Communications, or a related field
• Previous experience in customer service or call center (preferred)
• Ability to use computers and navigate various software programs
• Excellent verbal and written communication skills
• Active listening skills
• Strong analytical skills to identify customer problems and find effective solutions
• Ability to remain calm and empathetic, especially when dealing with frustrated customers
• Capacity to adapt to different customer personalities and unique situations
• Ability to manage multiple tasks simultaneously
• Ability to work effectively as part of a team
• Understanding of the products or services the company offers to provide accurate information