Posted:Sep 18
By:Hiring Kenya
Company Details
Industry:
Telecommunications
Description:
iSON has been in contact center operations in Kenya since February 2011 and has the best call center in Kenya. For a leading African telecom client, iSON provides Inbound Customer Service, mobile money, Inbound-Dealer Helpdesk, Outbound Sales, Retention and customer Health check, Back-Office, Social Media care, KYC, W.COM-Mailbox, Data Cleanup services, switchboard services, we have more than 100 staff employed in our call center in Kenya. Besides Telecom, we serve automobile clients. iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise. Our dedicated and talented workforce spread across Sub-Saharan African countries, along with India and Myanmar, are redefining the way people connect with enterprises. In less than a decade, we have grown into a global business and this is our growth story.
Job Description
Qualification
Experience
About the Role
- iSON Xperiences Kenya is seeking dynamic, customer-focused individuals to join our team as Customer Care Executives in Westlands, Nairobi. The ideal candidate will be responsible for handling customer interactions across multiple channels, resolving issues effectively, and ensuring a positive customer experience.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information about products, services, and processes.
- Handle and resolve customer complaints; escalate complex issues when necessary.
- Maintain accurate records of customer interactions and transactions.
- Collaborate with team members and other departments to ensure customer satisfaction.
- Meet performance targets related to quality, productivity, and customer satisfaction.
Required Qualifications and Skills
- Diploma or Bachelor’s degree in Business Administration, Communication, or a related field.
- Minimum of 1 year of experience in customer service, preferably in a contact center environment.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Customer-centric mindset with the ability to remain calm under pressure.
- Proficiency in Microsoft Office applications (Word, Excel, Outlook).
Preferred Qualifications
- Experience working in a call center or BPO environment.
- Familiarity with CRM systems and call management software.
Work Conditions
- Must be flexible to work in shifts, including evenings, weekends, and public holidays, as required by the business.
- Must reside within reasonable commuting distance to the office to support timely reporting.
Education: Degree, Diploma
Employment Type: Full Time
