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IT Company Customer Service Team Leaders Jobs in Nairobi Kenya - 2015

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Customer Service Team Leader
 



Job Ref: 150/10/2015
 



No of positions: 4
 



Location: Nairobi
 



Reporting to: Customer Service Manager
 



Our client, a leading IT company specializing in fleet/vehicle tracking services is seeking Customer Service Agents to support its expansion strategy.


 


Duties & Responsibilities


  • Lead a team of 4 customer service agents in the below tasks

  • Allocate roles and clients to team members

  • Ensure client details are well captured in the system or documentation

  • Make outbound calls and follow-ups on clients

  • Receive inbound client queries and work on resolving raised issues

  • Ensure standard operating procedures (SOPs) are adhered to in handling customers

  • Work closely with other departments in ensuring customer complaints are resolved in time

  • Explain to customers company products and services, how tracking system works, process involved in installation, dates for renewal, what to do when tracking fails, any payments required from client, use of their phones to monitor their tracking, promptly remind customers on dates of recharging their data bundles when required. etc.

  • Follow up un Cruz and tracking renewals

  • Know accounts/clients allocated to you and provide services to them

  • Prepare accurate Daily, Weekly, Monthly customer service reports and ensure each team member has submitted reports

  • Ensure team members achieve set targets and deadlines for scheduled works


Job Requirements


  • At least a diploma in business, communication or related

  • At least 3 – 5 years’ experience in telemarketing or call centre customer service environment

  • Experience managing a team of sales or customer service staff required

  • People skills

  • Excellent oral, written, phone and emailing communication skills

  • Understand the basics of handling customers

  • Customer service experience in a similar or related environment an advantage

  • Excellent computer skills (Ms. office, typing, Emails and use of CRMs)

  • Able to keep calm and work under pressure

  • Available to start immediately


How to Apply
 



Interested candidates who meet the above criteria should submit their online application on or before 7th October 2015 at http://goo.gl/T8sryH



Only those shortlisted will be contacted. 





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