Kencall Contact Centre Agent Jobs (10 Posts)

About Kencall

KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country.

We provide telemarketing and customer support services to customers in Britain and the U.S.

  Title: Contact Centre Agent 
 
Location: Nairobi, Kenya Openings: 100

KenCall Customer Service Reps Careers (50 Posts)

KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country.

We provide telemarketing and customer support services to customers in Britain and the U.S.

Title: Inbound International Account - Customer Service Representatives
Deadline: 29-03-13
Location: Nairobi, Kenya Openings: 50

Description
Main responsibilities of the Job include:
Provision of excellent and professional customer service by:
    Responding to customer enquiries via email, live chat and phone
    Anticipating potential needs or problems of customers and resolving
    Maintaining a balance between business and customer needs
    Following through on commitments
    Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
    Maintaining confidentiality of information
    Achieving first contact resolution (FCR)
    Handling complaints or issues satisfactorily
    Providing accurate information about products and services
    Processing transactions effectively

Personal Attributes
    Superior customer service skills and ability to maintain positive working relationships
    Solid organizational skills
    Great attention to details
    Ability to multi-task
    Strong work ethic.
    Ability to manage complex order processing and data input
    Ability to maintain confidentiality at all times
    Must be highly motivated and committed to achieving results
    Ability to work under little supervision while meeting deliverables
    Ability to work in a team environment, as well as independently
    Excellent communication skills; written and verbal.
    Flexibility to work in shifts including weekend and nightshifts.
    Must be willing to work in a diverse, dynamic environment and want to be part of a super-skilled and fun team.

Personal Requirements
Educational and/or Other Requirements/Qualifications
    MUST HAVE A CLEAR NEUTRAL ACCENT WITH AN AMERICAN ORIENTATION
    Must have an excellent command of English
    University degree/ College Diploma in a related field
    Preferably have experience in Customer Service in a Contact Centre.

If you are interested in joining a winning team, we invite you to view our current openings and submit your resume.

KenCall does not employ any recruiting agents or agencies, nor does it charge for interviews or any other activities related to recruiting.

Career applications are accepted daily online on www.kencall.com

KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.

Kencall Contact Centre Agent Jobs (10 Posts)

KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country.

We provide telemarketing and customer support services to customers in Britain and the U.S.
  Title: Contact Centre Agent
Location: Nairobi, Kenya Openings: 100
  Company Profile
KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process Outsourcing (BPO) services to organizations worldwide.

KenCall offers unrivalled experience in customer care, telesales, technical support, customer acquisition, web chat services and BPO.

Its business is built upon world-class technology infrastructure and operations.

Job Profile
The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution.

Main Responsibilities of the Job:
Provide professional customer service by:
    Listening attentively to customers and responding to customer enquiries via email, live chat and phone
    Anticipating potential needs or problems of customers
    Maintaining a balance between business and customer needs
    Following through on commitments
    Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
    Maintaining confidentiality of information
    Achieving first contact resolution (FCR)
    Handling complaints or issues satisfactorily
    Providing accurate information about products and services
    Processing transactions effectively

Working Conditions
    Hours of work will vary and shift work will be required
    Agents may be required to sit for long periods of time

Main Skills
    Excellent verbal and written communication skills
    A minimum typing speed of 30wpm (A MUST)
    Ability to learn detailed instructions quickly
    Superior problem solving skills
    A high level of comfort in purchasing and using digital music
    Ability to explain detailed instructions articulately and clearly
    Ability to multi-task effectively
    Technical aptitude

Personal Attributes
    Strong work ethic
    Exceptional customer service skills
    Ability to recognize sales opportunities
    Excellent telephone manner
    A Passion for the music and media industry
    Positive attitude
    Excellent personal grooming
    Clear neutral accent

Personal Requirements
Educational and/or Other Requirements/Qualifications
    An Education background in the arts, preferably music.
    Multi-channel experience is preferred: email/chat/phone
    Knowledge of computer and communication systems
    Experience in customer service environments an asset
    Previous contact centre experience an asset
    International exposure is highly advantageous

If you are interested in joining a winning team, we invite you to view our current openings and submit your resume.

KenCall does not employ any recruiting agents or agencies, nor does it charge for interviews or any other activities related to recruiting.

Career applications are accepted daily online on www.kencall.com

KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.

Client Relationship Representatives - Horizon Contact Centers Jobs In Kenya

This is a fantastic opportunity for young, vibrant, talented individuals who have an interest in joining a successful global outsource insurance team. If you are looking to fast pace your career within this exciting field, providing great exposure and experience, followed by meeting the below requirements, then we would like to meet you.
 

Role Summary.
 

To provide telesales support with the aim to increase customer retention; cross-selling to increase average number of policies per client; handle customer enquiries promptly, efficiently and professionally across both inbound and outbound channels.
 

Duties.

• To call clients and confirm receipt of renewal notices received before renewal date in line with script
• Propose premium financing options to client in line with Company policy for late renewals and recoveries.
• To call clients to cross sell and/or up sell insurance products to clients who have renewed policies in line with cross selling script.
• Record information on reason for non-renewal or complaints
• Flag follow ups and book appointments with clients
• Send product information and/or proposal form to clients via email.
• Advise clients on premium payment options
• To actively participate in process improvement meetings as required
• Back office processing between teams.

Knowledge and experience.

• Degree or diploma
• Call center experience sales experience and/or international telesales experience will provide an advantage
• Sales experience or financial services experience will provide an added advantage
• 2-3 year work experience

Mandatory requirement.

• Must be willing to work shifts occasionally
• Fluent in English and Kiswahili – written and oral
• Good computer literacy skills
• Certificate of Good Conduct

If you believe this is an exciting and challenging opportunity for you; then please go to www.horizoncontactcenters.com for more details and to apply. 

An attractive fixed and variable remuneration is offered for this position. 

Only shortlisted candidates will be contacted. 

Closing date is Friday 02nd November 2012.

Service Delivery Managers - Horizon Contact Centers.

3 Vacancies exist for service delivery managers.

Duties and Responsibilities:
 

Ensures is knowledgeable on the contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.
 

Undertakes daily reviews of operational and quality management processes to identify gaps and areas of
improvement.
 

Carries out weekly reviews with the various Account Managers to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.
 

Designs and/or recommends appropriate process improvements for operations and quality management for each account.
 

Oversees the implementation of these improvements and undertakes regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
 

Critically analyses each account’s performance to interpret and identify trends; identify areas of improvement and value add services.
 

Prepares and presents consolidated monthly operational performance reports and recommends action plans for value add services to increase revenue streams.
 

Works closely with the operations and quality team to proactively suggest areas of improvement, and areas of possible increase in revenue streams for each account.
 

Prepares and presents quarterly strategic reports for each account for internal and client decision making purposes.
 

Responsible for strategic communication with the clients on Service Delivery and Customer Satisfaction.
 

Undertakes regular client VOC to calibrate client expectations viz-a-viz Service Delivery.
 

Education and experience:

1. A Bachelor’s degree.
2. Qualifications in project management will have an added advantage.
3. Minimum of 3 years of work experience in a Call Center environment managing teams.
4. Proficient in MS Office Suite and data analysis tools
5. Proven experience in process improvement and quality management.
6. Demonstrated experience in handling multiple clients and managing expectations of all stakeholders.
7. Experience in project management is desired but not mandatory.

Key competencies and attributes:

1. Strong quality and customer focus
2. A skilled negotiator with excellent conflict management skills
3. Process-driven and result oriented
4. Excellent written and presentation skills
5. Extremely detail oriented
6. Excellent analytical and project management skills
7. Works well in a team environment and able to organize and motivate teams.

If you believe this is an exciting and challenging opportunity for you; then please apply through www.horizoncontactcenters.comby Friday, 2ND Nov. 2012