The Contact Center Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.**

Requirements**

• Hold a bachelor’s degree or Diploma with at least a year of job-related work experience.

• If you demonstrate proficiency in the Gabra language.

• Possess basic knowledge of Excel spreadsheets and data entry skills.

• Have experience in assisting customers will be of added value.

• Are open to working in a flexible and creative work environment with fast-evolving operations. 

• Able to multitask while working under tight deadlines with close attention to detail.

• Always remain professional and courteous with customers.

• Have excellent verbal and written communication skills - both in English and Swahili

• Able to work in shifts.

• Initiate and implement corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

• Receive customer queries and ensure these are resolved promptly.

• Proactively Listen to handle all queries efficiently while maintaining service quality and standards.

• Help minimize defaults by reaching out to customers with delayed payments.

• Proactively contact dormant customers directly to resolve any pending issues. 

• Building and maintaining good customer relationships regarding the diversity of the customer base.

• Report to the call center team managers issues raised from customers that need immediate actions or resolutions from the management.

• Check customer satisfaction degree after a sale and increase customer retention. Gather and document information about the customer and the product via available applicable systems.

• Perform any other tasks or duties that may be assigned.