Information Call Centre Agent Job in Kenya

Information Call Centre Agent


Our Client, a leading Insurance company in the region, seeks to recruit an Information Call Centre Agent to effectively achieve its strategic objectives


Role Summary


Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.


Key Tasks and Responsibilities:


    Answer calls professionally
    Respond to customer enquiries
    Research required information using available resources
    Handle and resolve complaints
    Provide customers with product and service information
    Route calls to appropriate resources
    Follow up customer calls where necessary
    Complete call logs
    Produce call reports.
    Build customer’s interest in the services and products offered by the company
    Arrange for the dispatch information packages, brochures etc. to clients and interested parties


Skills and Competencies:


    Communication skills – verbal, written and eloquence
    Knowledgeable and quick in decision making
    Mature,temperament,patience and empathy
    Passion for people
    IT skills including familiarity of CRM solutions
    Good memory, ability to comprehend, captures as well as interprets basic customer information.
    Ability to follow through
    Self-drive initiative
    Sound judgmental powers; ability to manage difficult customer situations
    Attention to details


Education and Experience:


    Business related degree
    At least one year insurance experience
    Progress in Professional qualification in insurance e.g. ACII, COP preferred
    Knowledge in customer service principles and practices
    Knowledge of call centre telephony and technology
    One year experience in sales and marketing and customer service


How to Apply:


If you are qualified and up to the challenge, please apply via www.altimaafrica.com/career.php


Deadline for application is Friday 27th April, 2012.


Please note that only qualified candidates will be contacted.

Customer Service Executives

Our client is a reputable international insurance company, dealing with property and general insurance looking to engage four (04)Customer Service Executives to deliver on customer retention initiatives.

Key Responsibilities:-

• Handle calls within pre-determined service guidelines.
• Maintain customer experience levels within the quality standards stipulated.
• Update customer information on the CRM.
• Adhere to Data Protection policy with regards to confidentiality of customer details.
• Handle complaints in a polite and professional manner.
• Understand and adhere to the escalation process.
• Prepare daily shift hand-over report

Qualifications, skills and work experience:

• A degree from a recognised tertiary institution
• Fluent in the English Language (must be well spoken)
• Good IT literacy skills
• Excellent communication skills
• Ability to multi-task
• Minimum of six (06) months experience in a similar role

Key competencies and attributes:

• Ability to handle complaints in a polite; empathetic and professional manner
• Remains calm when faced with difficulty or angry customers.
• Initiative to update self on new and current products and/or services, pricing and promotions
• Ability to handle busy periods by managing one’s stress levels.
• Maintains a positive attitude and enthusiasm when faced with routine work

Closing date: Wednesday, 28th October 2011.

Application process:- www.horizoncontactcenters.com/careers

Desktop Support Officers and Customer Care

AxxonMedia international is a well established Australian company seeking to strengthen its Kenyan franchise AxxonMedia Kenya Limited.

We are seeking for Desktop Support officers to be based in our major branches in Kenya i.e Nairobi, Mombasa, Kisumu and Eldoret

Key Responsibilities
Provide desktop support to users within the Nairobi office and Mombasa office and various field locations, in cooperation with the Global Service desk.
Analyze system logs and identify potential issues with computer systems.
Perform routine audits of systems and software.


Apply operating system updates, patches, configuration changes and system performance tuning.
Install and configure new hardware and software.
Manage data security.
Document the configuration of the system.
Manage all field IT and communication systems and ensuring the suitable systems are installed and maintained.
Liaise with and manage third party service providers, such as the ISP and Hardware/Service providers.


Qualification and Experience
A minimum of 2 years experience working with Windows desktops and servers i.e Windows 2000/XP/2003, Microsoft Office suite, Windows servers (configuring, fixing, building).
Demonstrate the ability to work within a team.
Ability to provide end user support on Helpdesk/Servicedesk.
Experience of producing technical documentation.
Ability to work on own initiative.
Working knowledge of Microsoft Server 2003/2008, Active Directory and Group policy’ and Symantec backup software.
Demonstrate good communication skills.
Committed to providing excellent service to Business Systems’ customers.


To apply for the above position, please contact us through the following


Email:hr@xabbi.com