TECHNICAL CUSTOMER SUPPORT EXECUTIVE
Summary
Our client is a new call centre with operating offices in Nairobi is looking to recruit technical customer support executives.
The Technical Customer Support Executive- will be responsible for providing superior customer service and technical support to customers who purchase products or services.
Responsibilities:
- Diagnose and provide path to resolving inquiries
- Provide excellent customer service and analyze problems effectively at all times
- Work with confidential customer information
- Problem solve to help customers resolve issues on first call
- Accurately log all customer interactions in data management system
- Achieve highest levels of customer satisfaction scores
- Communicate positively with team members, customers and other partners
- Collect and report product quality insights gained during customer interactions
- Perform other related duties and assignments as required and as assigned.
Knowledge / Skills
· Minimum 2 years of customer support service experience required via phone in a call centre environment
- Strong communication skills, verbal and written, with a proactive and positive approach
- Ability to systematically break down and solve complex or ambiguous problems
- Strong active listening, multitasking and interpersonal skills
- Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools
- Provide a positive, professional, empathetic and customer-focused manner
- Enjoy improving the product through constructive feedback and seeing the feedback in action
- Good organization and work prioritization skills
- Availability to work various shifts influenced by current business needs
- Ability to thrive as a team player in a fast-paced, high-energy, change-custoriented environment.
Minimum Education and Experience Requirements
· A university degree with a bias in Business, Sales and Marketing; a post-graduate diploma will be an added advantage.
· Relevant experience of 2- 3 years in a customer service industry.
If you are interested and qualify for the above position, please email your application letter and updated CV to recruiter@primepersonnel.com before 6th February 2012 indicate “TECHNICAL CUSTOMER SUPPORT EXECUTIVE” as the subject of your email. Please clearly indicate details of your current and expected salary.
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