Posted:Tue at 11:31 AM
By:Hiring Kenya
Company Details
Industry:
Information Technology and Services
Description:
Our Company Our work is not just about setting up an internet cable in your house, its about helping you open up to new opportunities for entertainment, education, work, and social connections, which come through the internet. Weve been doing this since 2012, when our company was originally founded at the foothills of Mount Kenya, in Nanyuki. Today, we have expanded our coverage to 16 counties, +7,000 active users, and +300,000 hotspot customers served. We can proudly say we are Kenyas largest internet service provider (ISP) dedicated exclusively to the rural and peri urban markets in the country. The key to our success? Our versatility. We employ wireless, fibre, and smart green-energy technology, making it possible to adapt to the changing terrain demands and market conditions.
Job Description
KEY RESPONSIBILITIES
- Customer Call Handling: Promptly and professionally handle customer calls while providing accurate solutions and minimizing abandoned calls.
- Technical Support: Offer first-level troubleshooting, escalate complex issues appropriately, and follow up to ensure resolution.
- Sales and Conversions: Handle installation and sales inquiries, clearly explain products and services, and meet sales targets.
- ISP-Related Inquiries: Resolve ISP-related questions accurately, stay updated on policies, and document all customer interactions.
- Call Influx Management: Efficiently manage high call volumes, especially during peak periods.
- Repeat Call Reduction: Identify recurring issues, provide clear and complete solutions, and follow up to prevent repeat calls.
- Social Media Management: Respond to customer queries on social platforms promptly, coordinate issue resolution, and engage customers to strengthen brand trust.
REQUIREMENTS
- Bachelor’s degree in IT, business administration, Communications, or a related field.
- Proven experience in customer success, account management, or a similar role, preferably within the ISP industry.
- Strong understanding of customer experience principles and best practices.
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Proficiency in Customer Relationship Management
Salary: Discuss During Interview
Education: Diploma
Employment Type: Contract Based
