- High school diploma or equivalent; some college or degree coursework preferred.
- Strong written and verbal communication skills.
- Excellent interpersonal skills with a customer-focused mindset.
- Proficiency in using various digital communication tools and platforms.
- Ability to handle multiple inquiries and prioritize tasks effectively.
- Problem-solving skills and the ability to think critically.
- Basic knowledge of the company's products or services.
- Previous customer service or online support experience is a plus.
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online agents - Nairobi, Kenya - Hawks Phoniex
2 months ago
Customer Interaction: Engage with clients or customers via online chat, email, social media, or other digital channels to address inquiries, provide information, and offer assistance.
Problem Solving: Investigate and resolve customer issues, complaints, or concerns effectively and in a timely manner, ensuring customer satisfaction.
Product/Service Knowledge: Develop a deep understanding of the company's products, services, and policies to provide accurate and helpful information to customers.
Online Presence: Maintain a professional and courteous online presence, adhering to company guidelines and etiquette for each digital platform.
Multi-Channel Support: Offer support across multiple online platforms, adapting communication style to suit the specific medium and audience.
Documentation: Record and document customer interactions, inquiries, and resolutions accurately in the company's CRM or ticketing system.
Feedback Loop: Collect and report customer feedback, trends, and suggestions to help improve products, services, and processes.
Sales Assistance: Promote and upsell products or services when appropriate, turning inquiries into sales opportunities.
Team Collaboration: Collaborate with colleagues and team members to share knowledge, solve complex issues, and improve customer support processes.
Adherence to Policies: Ensure compliance with company policies, procedures, and data privacy regulations during all interactions.