Contact Centre Agent

An International NGO registered in Kenya is looking to recruit aContact Centre Agent. The successful candidate will be the liaison between the organization and its current and potential clients and will be responsible for providing relevant information to clients. The ideal candidatemust have at least 1-year experience in a call centre setup.Multilingual candidates will have an added advantage.
Qualifications:
Diploma in either Nursing, Clinical Medicine, Counselling, or Customer Care.

Minimum of one-year working experience in a call centre set up.

Ability to develop creative messages to be used on social media.

Courses in communication and client management and the nursing background will be an added advantage.

Knowledge of customer service principles and practices.

Fluent communication in both English and Kiswahili.

Customer service experience.

Knowledge of administration and clerical processes.

Ability to work long hours and in a shift system.

Responsibilities

Provision of counselling, support and information to clients and employees.

Data entry to analyse communication with the clients.

Making outbound calls to all clients from the organization’s database to find out about their client experience.

Enter new customer information into the system and maintain the Call Centre database

Coordinating client satisfaction surveys across all organization channels.

Coordinate and facilitate promotions, campaigns and client engagements on all electronic platforms.

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 12 months

Required languages:
English (Spoken: fluent | Written: fluent)
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