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    online agents - Nairobi, Kenya - Hawks Phoniex

    Hawks Phoniex
    Hawks Phoniex Nairobi, Kenya

    2 months ago

    Default job background
    Posted by:
    joy lynne
    joy lynne

    Job recruiter
    Remote job with geographical restriction Part time Marketing / Advertising / Public Relations
    Description

    Key Responsibilities:

    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.

    Qualifications:

    • 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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