Key Skills & Qualifications:


Education: A Diploma or Bachelor’s Degree in Customer Service, Communication, Business Administration, Marketing, or a related field from a recognized institution.
Certification in Customer Service, Call Centre Operations, or CRM software. (Added Advantage)
Minimum 1-3 years of experience in a customer service or contact center environment.
Hands-on experience with CRM systems such as Freshdesk, Zoho Desk, or Zendesk.
Proficiency in CRM and call center technology
Excellent spoken and written communication (English & Kiswahili)
Strong listening, problem-solving, and interpersonal skills
Ability to work under pressure and handle multiple interactions


Key Competencies


Handle high-volume inbound and outbound calls with professionalism.
Respond to inquiries on orders, payments, delivery, and return policies.
Log all customer interactions accurately in CRM systems.
Resolve customer complaints within agreed Service Level Agreements (SLAs).
Educate customers on new products, services, and promotions.
Collaborate with Sales, Finance, and Logistics to address customer needs.
Follow communication protocols, call scripts, and escalation procedures.
Submit regular reports on call metrics, complaints, and feedback trends.
Promote upselling and cross-selling where appropriate.