Call Centre Agents (Entry Level)
M-Gas is using technology to transform lives by providing clean cooking gas to all Kenyans 24 hrs, 7 days a week. We give you our cylinder filled with gas, a smart meter, a gas cooker and a key card as part of our package so you don’t have to pay the high upfront fee of buying a gas cylinder and cooker.
Job Summary
Provide excellent support and assistance to M-Gas customers so that they are completely satisfied with the M-Gas service and are delighted to use M-Gas for their cooking.
Job Details
- Respond to customer enquires in person, by phone and online helpfully and promptly.
- Take responsibility for resolving customer issues and makes sure that they are resolved promptly.
- Maintain record of customer communications in CRM and other systems
- Acknowledge and resolve customer complaints.
- Process orders, customer applications, and requests.
- Maintain customer records.
- Compile and distribute daily reports on customer products and credit usage.
- Perform customer follow up to ensure that they are enjoying the product.
- Identify and report computers system incidents to the technical team and the relevant managers.
- Make recommendations to improve customer service and business processes and systems.
- Prepare schedules for customer visits by technicians and sales representatives as required.
- M-Gas offers 24-hour customer service. Agents are expected to work agreed shifts.
Requirements
- Good communication skills on the telephone and in-person
- Friendly and helpful interpersonal style
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Attention to detail.
- Fluent in English and Kiswahili
- Experience working with customer support
- High school diploma, general education degree or equivalent
