RESPONSIBILITIES
- Complete the tasks assigned by HQ on time, such as reports, meetings, etc.
- Friendly and enthusiastic answering customer calls, and regular customer phone call visits.
- Answer inbound phone calls from current and prospective customers
- Place outbound phone calls to current customers to solicit feedback and provide support
- Address customer questions and concerns to ensure satisfactory issue resolution
- Communicate openly and honestly with customers
- Build, manage, and maintain strong, positive customer relationships
- Follow existing Customer Care processes and escalate customer queries and issues to management, as appropriate
REQUIREMENTS
- Strong phone contact handling and active listening skills
- Empathetic customer orientation and ability to adapt and respond to challenging situations
- Excellent written and oral communication skills
- Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
- Familiarity with customer management systems (Zendesk) preferred
- Ability to multitask, prioritize, and manage time effectively
- Results orientation and comfort in a performance-driven work environment
- Positive, upbeat attitude ready to support vivo customers and agents
- Proficiency in English and Swahili
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