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

• 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.