Inbound Call Center agents 

Customer Interaction

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Handle customer complaints professionally, provide appropriate solutions, and follow up to ensure full resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Generate application leads by accurately capturing and sharing all customer inquiries and application details received by the agent.

Problem Resolution & Customer Satisfaction

• Identify and assess customers’ needs by actively listening, asking relevant questions, and determining the most suitable solutions.
• Troubleshoot and resolve customer issues accurately and efficiently.
• Take the extra mile to engage customers beyond basic requirements to ensure a positive experience, including personalized follow-ups or added support.
• Build sustainable relationships and trust with customers through open, interactive, and respectful communication.
• Escalate unresolved or complex issues to the appropriate departments or management in a timely manner.

Product Knowledge

• Develop and maintain a strong understanding of the company’s products and services.
• Stay updated on product changes, enhancements, and policies to provide accurate and reliable information to customers.

Documentation and Reporting

• Document all customer interactions, inquiries, complaints, and transactions accurately in the CRM system.
• Maintain clear and detailed records of customer communications and actions taken.
• Provide accurate, valid, and complete information to customers using approved tools, systems, and procedures.
• Provide feedback and insights to management on the efficiency and effectiveness of customer service processes.

Team Collaboration & Performance

• Collaborate with team members to ensure consistent, high-quality customer service.
• Participate actively in team meetings, training sessions, and continuous professional development activities.
• Meet individual and team performance targets and KPIs as assigned.

• Bachelor’s Degree or Diploma in Business Administration, Marketing, or a related field.
• Minimum of 2 years’ experience in customer service or a related role.
• Excellent communication and interpersonal skills in both English and Kiswahili.
• Strong problem-solving skills with attention to detail.
• Good typing speed and computer proficiency.
• Ability to handle stressful situations and difficult customers professionally.
• Familiarity with customer service tools, databases, and CRM systems.
• Good organizational and time management skills.
• Ability to work flexible hours, including evenings, weekends, and holidays if required.
• Ability to work for extended periods using a computer and headset in a professional office or remote environment (as per company policy).