Contact Centre Representative Job Springboard Capital
- Kenya
- Permanent
- Full-time
- Respond to customer inquiries via phone, email, live chat, and social media
- Provide accurate information about the company's products and services
- Assist customers with transactions, account inquiries, and troubleshooting issues
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Promote company products/services and identify cross-selling opportunities
- Follow up on customer requests and ensure timely resolution
- Retain customers by providing solutions that meet their needs
- Engaging with customers to build loyalty and customer relationships
- Maintain detailed records of customer interactions in the CRM system
- Prepare weekly and monthly reports on customer inquiries, feedback and resolutions
- Provide feedback to management on customer pain points and service improvement areas
- Adhere to company policies, industry regulations, and data protection guidelines
- Follow standard operating procedures (SOPs) for handling customer interactions
- Ensure high-quality service delivery and meet key performance indicators (KPIs)
- Work closely with other departments to resolve customer issues
- Participate in training programs and team meetings to enhance service delivery
- Contribute to process improvements and suggest innovative solutions
- Diploma/Degree in Business, Communication, Customer Service, or a related field
- Previous experience in a contact center or customer service role is an advantage
- Strong communication and interpersonal skills
- Problem-solving and critical thinking abilities
- Ability to multitask and work under pressure
- Proficiency in CRM software and Microsoft Office Suite
- Fluency in English/Swahili or other relevant languages
- At least 1 years' work experience in Customer Service Management in a financial services environment
Corporate Staffing