CEC Agent-Multilingual at Q-Sourcing Servtec Group

Q-Sourcing Servtec

  • Nairobi
  • Permanent
  • Full-time
  • 9 days ago
The purpose of this role is to deliver efficient call center support by managing customer leads and inquiries across multiple channels, ensuring timely follow-up, accurate reporting, and effective country championing.DUTIES & RESPONSIBILITIES:Lead & Customer Management
  • Handle daily inbound and outbound leads and update responses on the leads tracker.
  • Send SMS updates to customers with requested details.
  • Handle WhatsApp inquiries and share product/service information with customers.
  • Follow up on leads to support conversion into sales.
  • Escalate leads that require handling by Sales Associates.
Country Champion
  • Serve as the Country Champion for Rwanda, Madagascar, and French-speaking countries.
  • Attend country-specific meetings and provide relevant updates.
Survey Management
  • Conduct surveys for the countries championed, including:
  • Customer Database Survey
  • Masons Survey
  • Other surveys as assigned
  • Follow the approved survey scripts and document all responses accurately.
  • Prepare survey reports and present findings to management.
General Duties
  • Prepare and submit quarterly progress reports highlighting activities, performance, and achievements.
  • Attend monthly report meetings to provide updates and insights.
  • Perform any other duties assigned by the supervisor to support the team’s goals.
KNOWLEDGE, SKILLS, AND EXPERIENCE:
  • Languages: Fluent in French, Kinyarwanda, and English (spoken and written).
  • At least 1–2 years of experience in a call centre, customer service.
  • Strong communication (verbal & written) and interpersonal skills.
  • Proficiency in CRM tools for lead tracking and reporting.
  • Must be highly skilled in Google Workspace tools (Docs, Sheets, and Presentations) for reporting, documentation, and collaboration.
  • Strong attention to detail and ability to manage multiple tasks effectively.
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