Description

Contact center Agent

The purpose of this job holder is to ensure impeccable customer experience is observed.

Key Responsibilities

• Conducting weekly and monthly training on products knowledge for branch.
• Be available as per scheduled shift to attend to customer queries on phone, email or social media channels.
• Attend to customers in a quick and responsive manner. Maintain an acceptable level of average handle time / response time per customer and thus enhance ability to achieve the set number of customers handled per hour/per shift.
• Manage personal time while on shift, adhering to set schedules and achieving set targets of productive time in serving customers.
• Educate customers with information on products and services.
• Escalate customer issues that require further intervention, investigation, or analysis for resolution in the prescribed format and tools.
• Collect and escalate customer feedback on products, services, and the brand in general and be a positive brand ambassador at all touch points.
• Adhere to set policies and procedures including KYC, preservation of customer information confidentiality, safeguarding customer data and funds at.
• Documentation of customer queries into the CRM system to ensure monitoring of TAT and prompt closure of customer complaints/ inquiries.

Qualifications

Qualification, Experience, Skills and Attributes

• Degree/Diploma in Business related field from a recognized university
• Bachelor’s degree in business studies
• Proven working experience in related field e,g Customer Service or Contact Center.
• Fluently in Speaking English and Kinyarwanda
• Should have strong customer service skills
• Should have interpersonal skills and customer orientation
• Excellent communication skills, both verbal and written

• Conducting weekly and monthly training on products knowledge for branch.
• Be available as per scheduled shift to attend to customer queries on phone, email or social media channels.
• Attend to customers in a quick and responsive manner. Maintain an acceptable level of average handle time / response time per customer and thus enhance ability to achieve the set number of customers handled per hour/per shift.
• Manage personal time while on shift, adhering to set schedules and achieving set targets of productive time in serving customers.
• Educate customers with information on products and services.
• Escalate customer issues that require further intervention, investigation, or analysis for resolution in the prescribed format and tools.
• Collect and escalate customer feedback on products, services, and the brand in general and be a positive brand ambassador at all touch points.
• Adhere to set policies and procedures including KYC, preservation of customer information confidentiality, safeguarding customer data and funds at.
• Documentation of customer queries into the CRM system to ensure monitoring of TAT and prompt closure of customer complaints/ inquiries.

• Strong customer service skills
• Interpersonal skills and customer orientation
• Excellent communication skills, both verbal and written
• Fluently in Speaking English and Kinyarwanda

• Degree/Diploma in Business related field from a recognized university
• Bachelor’s degree in business studies
• Proven working experience in related field e,g Customer Service or Contact Center.