Call Centre Assistant Job KCA University

About KCA University (KCAU)

KCA University (KCAU) is a private, non-profit institution, founded in July 1989 as Kenya College of Accountancy (KCA) by the Institute of Certified Public Accountants of Kenya (ICPAK) to improve the quality of accountancy and financial management training in the country. KCAU is located on Thika Road in Ruaraka, Nairobi, Kenya. The institution also maintains satellite colleges under the School of Professional Programmes in Githunguri, Kericho, Eldoret, Kisumu and Kitengela.

Job Objective

The job holder will be the first point of contact for students, parents, and other stakeholders, providing accurate information and exceptional customer service.

Duties And Responsibilities:

• Answer inbound calls in a timely and friendly manner as per the SOP.
• Evaluate and handle customer requests, inquiries, and complaints and provide relevant solutions.
• Respond to the needs of the customers and provide personalised services.
• Boost customer loyalty by offering an excellent customer experience over the phone.
• Provide information on the university’s products and services and generate interest in the offer.
• Upsell and cross-sell the university’s courses.
• Identify and escalate priority issues and report them to the supervisor.
• Routing inbound calls to the appropriate resources when necessary.
• Obtain and evaluate all relevant data to handle complaints and inquiries.
• Record details of customer interactions, e.g., comments, inquiries, complaints, and actions taken.
• Communicate and coordinate with internal departments to enrich the customer experience.
• Complete call logs and reports.
• Manage and update customer database.
• Manage and follow up leads for conversion.

Qualifications And Experience

• Bachelor’s degree in a business-related field from an accredited and recognised institution.
• At least one (1) year of work experience in customer service or a similar role.
• Proficiency in Customer Relationship Management (CRM) systems will be an added advantage.

Other Skills And Competencies

• Exceptional communication skills.
• Customer Service Skills.
• Problem-Solving Skills.
• Excellent operational and organisational abilities.
• Proficiency in Microsoft Office applications and knowledge of email and chat platforms.

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