JOB DETAILS:

Paveway Africa Limited on behalf of our client is seeking for a Call Centre Agent, who will be the front line of our company’s customer service, handling incoming calls and customer inquiries with professionalism and care. Your role will involve solving customer issues, directing calls to the appropriate departments, and maintaining high customer satisfaction.

Responsibilities

• To answer incoming calls in a timely and efficient manner.
• Address customer inquiries and concerns with clarity and empathy.
• To provide accurate, valid, and complete information by using the right tools, resources, and techniques.
• To process orders, forms, applications, and requests from customers.
• Document call information according to standard operating procedures.
• Follow up on customer calls where necessary.
• Meet personal/team qualitative and quantitative targets.
• To identify and escalate priority issues to the supervisor.
• Update job knowledge by participating in educational opportunities and reading professional publications.
• Maintain customer confidentiality and protect operations by keeping information confidential.

Qualifications

• High school diploma or equivalent; further education or training in customer service is a plus.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Fluent in Swahili and English language.