Contact Centre Customer Service Job Hotpoint Appliances

Hotpoint Appliances Ltd was established in 1984. Its first store was located in the Sarit Centre shopping mall in Nairobi. In late 1990s Hotpoint was awarded the Sole Distributorship Agency for LG Electronics. Later on, it went on to acquire agencies for other global brands including Ariston, Westpoint and Kenwood.

Job Purpose

Handling inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

Job Responsibility and Accountability

• Responding to calls and customer inquiry from sale, purchase, promos available, showroom and service centre.
• Responding and transferring internal calls.
• Assist the warehouse with online queries after work hours.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Make calls to customers for follow up.
• Make happy calls weekly to get feedback on company services (150 calls per month).
• Outbound follow up, feedback and answer to customers queries through HAL social media pages (Facebook, Twitter, Instagram).

Qualification

• A minimum of Diploma in Sales, Marketing, Customer care or equivalent.
• Customer service training or exposure in a similar role in a call centre environment will be an added advantage.

Experience

• At least one year experience working at a busy call centre.
• Must be friendly with a pleasant and engaging personality.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

Key Skills:

• Excellent communication skills (verbal and written).
• Ability to exercise tact and good interpersonal skills.
• Negotiation Skills.
• Strong Business Sense.
• Decision Making Skills.
• Analytical skills.
• Integrity.
• Responsive.
• High commitment.

How To Apply

Qualified candidates are encouraged to send their applications through careers@hotpoint.co.ke on or before 18th November 2024.Only shortlisted candidates will be contacted. Thank you.