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    Customer Care Executive at - Nairobi, Kenya - iSON Xperiences Limited

    iSON Xperiences Limited
    iSON Xperiences Limited Nairobi, Kenya

    2 days ago

    Default job background
    Full time
    Description

    iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.


    POSITION SUMMARY

    The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client's SLA.

    The primary focus of a Customer Care Executive is to assist; retain; acquire and/or recover customers.

    DUTIES AND RESPONSIBILITIES
    Build rapport with customers by handling each and every customer call in a courteous; and professional manner
    Ensures consistently imparts the correct product an each call.
    Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
    Demonstrate appropriate levels of empathy in situations that require these skills;and provides customers with caring individualized attention.
    Accurately tags each call as per defined tagging list/CRM tagging list.
    Ensure that the quality of each call is in compliance with predefined quality parameters.
    Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Lead
    Utilize the relevant tools and resources provided by the Company to respond to customer queries and requests.
    Ensure strict adherence to established attendance schedules.

    Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.

    Provides the relevant reports on a daily basis – where applicable.
    Appropriately escalates customer queries to the Team Lead to ensure speedy resolution of the same.
    Ensures daily performance targets are met

    KNOWLEDGE, SKILLS AND ABILITIES

    Minimum of a Degree

    Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.

    Good typing speed and computer skills, particularly with regard to Microsoft office applications
    Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location
    Ability to work in a team environment
    Ability to maintain a calm disposition particularly in stressful work situations.
    Displays a positive attitude; ability to remain positive and energetic throughout a work day.
    Updates self on comparative product and services


    WORK CONDITIONS
    Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
    Ability to work extra hours to meet business needs
    To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
    May be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center
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