Mount Kenya University Hiring Customer Service Assistant – 2 Posts

CUSTOMER SERVICE ASSISTANT TWO (2) POSITIONS

Faculty/Directorate: DIRECTORATE OF COMMUNICATIONS AND STUDENTS RECRUITMENT (View All Jobs) Thika Deadline Fri,05 Apr 2024

Overview

Mount Kenya University (MKU) is a chartered and ISO 9001:2015 certified University committed to a broad-based, holistic and inclusive system of education. The University is a member of the Inter-University Council of East Africa as well as the Association of Commonwealth Universities. MKU is largely known for its dynamic, comprehensive and thorough academic and vocational training system as well as linkages with internationally reputable institutions.

The University operates from the Main Campus in Thika with campuses in Nairobi, Mombasa, Nakuru, Eldoret and Meru, as well as Open Distance and Electronic Learning (ODEL) Centres located in major towns in Kenya, Burundi, Somaliland and Uganda.

In pursuit of fulfilling the Mission and Vision of the University, the Directorate of Human Resource is mandated to facilitate and support the Mission and operations of the University by enabling it to continue attracting, developing and retaining the right number of suitably qualified staff so as to maintain the University competitive edge. MKU invites applications from suitably qualified, visionary, competent, dynamic and experienced professionals with impeccable track record to fill the position of Customer Service Assistant

Qualification

Education and Experience

 Must have:

• Bachelor’s degree Communication/Marketing/Public relations or in any other related area of specialization
• One (1) year experience in a customer support role
• Must be Computer Literate.;

OR

• Higher National Diploma in relevant area of specialization
• 2 years’ experience in Grade 7 at MKU or at a similar position in a recognized academic institution.

• Previous experience in a customer support role
• Must be Computer Literate.;

OR

• Diploma in Public Relations/Marketing/Mass Communication or in any other relevant area of specialization.
• 2 years’ experience in Grade 7 within MKU or at a similar position in a recognized academic institution.

• Previous experience in a customer support role
• Must be Computer Literate.;

Key responsibilities also include

Duties and responsibilities:

1. Managing large amounts of inbound calls in a timely manner
2. Following current procedures when transferring a call to another member of staff for specialist advice.
3. Ensuring that customers are advised of alternative communication methods.
4. Identifying customers’ needs, clarifying information, and providing solutions and/or alternatives
5. Keep record of all calls received in our call center database in a comprehensible way
6. Meet personal/team qualitative and quantitative targets
7. Dealing with all calls and enquiries received within the Campus in line with the University’s policies and procedures.
8. Liaising with colleagues in relevant offices so as to resolve inquiries appropriately.

Requirements

Skills

1. Strong phone and verbal communication skills along with active listening
2. Customer focus and adaptability to different personality types
3. Ability to multi-task, set priorities and manage time effectively

Candidates who have meet the requirement should apply through the recruitment portal and state their salary expectation in their cover letters

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