Call center agent

About the job

• The Call Center Agent is responsible for receiving, analysing and processing customer requests via various channels (e-mail, digital platform, telephone and physical reception), ensuring the compliance of files relating to the FERI, FERE and ADC procedures, until they are transmitted for validation.

Responsibilities

• Ensure the reception and handling of customer requests on all available channels;
• Verify the presence and compliance of the mandatory documents for the FERI, FERE and ADC files;
• Identify missing parts and follow up with customers for additional information;
• Create and accurately populate the information sheets for FERI, FERI and ADC;
• Ensure the traceability of requests in the SYGREM system;
• Transmit complete files to the data entry officer for a certified copy to the controller;
• Comply with processing times and internal procedures;
• Guarantee the quality of customer service and user satisfaction;
• Ensure the confidentiality of the information processed.

Requirements

Technical skills:

• Proficiency in office tools (Microsoft Office) and customer relationship management (CRM) platforms
• Good knowledge of the administrative procedures related to FERI, FERE and ADC files (or ability to learn them quickly)
• Excellent written and oral communication (English required, Swahili and French appreciated)
• Ability to analyze and verify administrative documents
• Good priority management and timeliness

Behavioural skills:

• Customer service and results-oriented
• Rigor and attention to detail
• Good interpersonal skills and active listening skills
• Responsiveness and proactivity
• Ability to work under pressure
• Team spirit and collaboration
• Integrity and confidentiality

Education and experience:

• Minimum Bac +2 in administration, management, communication or related field
• 1 to 2 years minimum in call center, customer service or administrative file management
• Experience in a regulatory or logistics environment in Kenya is an asset