Customer Care Executive-Language specific
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New
Job summary
The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive is to assist, retain, acquire, and/or recover customers.
Min Qualification:
Diploma
Experience Level:
Entry level
Experience Length:
No Experience/Less than 1 year
Job descriptions & requirements
POSITION SUMMARY
The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive is to assist, retain, acquire, and/or recover customers.
DUTIES & RESPONSIBILITIES
- Build rapport with customers by handling every customer call courteously and professionally,
- Ensures consistently imparts the correct product and service information during each call.
- Obtains, imparts, clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
- Demonstrate appropriate levels of empathy in situations that require these skills, and provide customers with caring, individualised attention.
- Accurately tags each call as per the defined tagging list/CRM tagging list.
- Ensure that the quality of each call complies with predefined quality parameters.
- Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Leader.
- Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
- Ensure strict adherence to established attendance schedules.
- Provides on-the-job training support to new team members to facilitate improvement in their levels of performance through a mentor/mentee relationship.
- Provides the relevant reports daily – where applicable.
- Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
- Ensures daily performance targets are met.
KNOWLEDGE, SKILLS, AND ABILITIES
- Proficiency in the languages below :
English+Luganda+Samia
English+Luganda+Runyankole+Lukiga
English+Luganda+Kupsabiny
English+Luganda+Ateso
English+Luganda+Lukonzo
English+Luganda+Lusoga
English+Luganda+Lugishu
English+Luganda+Kumam
- A degree or a Diploma will be an added advantage
- Excellent listening skills; uses appropriate probing techniques to facilitate a clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
- Good typing speed and computer skills, particularly in Microsoft Office applications
- Good communication skills, including a clear voice, and fluency in English and local languages of the respective location.
- Ability to work in a team environment
- Ability to maintain a calm disposition, particularly in stressful work situations.
WORK CONDITIONS:
- Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
- Ability to work extra hours to meet business needs
- To reside within a reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
- May be required to undergo periodic medical examination to assess one's own suitability for continued employment at the Call Centre
YEARS OF RELEVANT WORK EXPERIENCE:-
- Entry Level/No experience
Note: Please indicate the specific language group(s) you can speak, as outlined in the job description, in your cover letter.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the Apply Here section
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