Operations Customer Expert Job Teleperformance Nairobi, Kenya
This role includes technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including providing customer service and support via email, chat, and/or phone calls.
Key Responsibilities
- Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries via phone and through emails and chats.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out to enable you respond to customer inquiries efficiently.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensuring customer satisfaction and providing professional customer support.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Managing database records, drafting status reports on customer service issues.
- Data entry and research as required to troubleshoot customer problems.
Qualifications & Experience
- Minimum of 1 year experience in Customer Service
- Degree/Diploma in any related field
- Typing speed of 40WPM with accuracy of 90% and above
- C1 English and excellent grammar skills
- Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
- Great people skills
- Proactive personality and self-motivator
- Quick learner with the ability to absorb extensive information on the brand’s history, product offerings and communications.
- Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment.
- Outstanding written and verbal communication skills, great phone etiquette and elevated speech
- Should be flexible to work in shifts both day and night.
How to Apply
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