Customer Care Intern
Engie
- Nairobi
- Training
- Full-time
- Ensure 90% of inbound calls offered are serviced efficiently and on time.
- Service Level Agreement: Measure calls answered within 30 Secs VS calls offered 80%
- Ensure customer satisfaction through call quality and solving of cases as pe assigned targets.
- Conduct Onboarding calls for one-week Old customers - at least 90% of these customers should be contacted.
- Ensuring on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise, SMS Delivery down time, Payments not reflecting, network issues etc to the respective teams.
- Creating customer Care Cases for all the Inbound Calls served.
- Support sales drive through the call center via outbound and CRC campaign where applicable.
- Escalation of Post Warranty queries & full disclosure to the customer on the terms for post warranty 100%
- Conduct NPS/CSI and other surveys as directed.
- Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
- Seeking opportunities to learn and develop within Engie Energy Access Kenya and through training.
- Support sales drive through the call center via outbound and CRC campaign by contributing 10%
- Bachelor's Degree or higher diploma business related preferably
- Basic knowledge on Excel spread sheets and data entry skills
- Minimum experience of one year in customer service in a call center environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
- Experience assisting customers/clients with escalated issues
- Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
- Excellent communications skills both written and verbal
- Detail oriented and well-organized
- Ability to multi-task, prioritize and manage time effectively
- High level of self-motivation
- Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
- Open to work in a flexible and creative work environment with fast-evolving operations
- Positive attitude is a must for this roles.
- Bachelor's Degree or higher diploma business related preferably
- English + ability to speak at least one local language
- Ability to use basic Microsoft tools(Word & Excel)
- Experience in using CX software like 3cx is a plus