Key Skills & Qualifications:
- Education: A Diploma or Bachelor’s Degree in Customer Service, Communication, Business Administration, Marketing, or a related field from a recognized institution.
- Certification in Customer Service, Call Centre Operations, or CRM software. (Added Advantage)
- Minimum 1-3 years of experience in a customer service or contact center environment.
- Hands-on experience with CRM systems such as Freshdesk, Zoho Desk, or Zendesk.
- Proficiency in CRM and call center technology
- Excellent spoken and written communication (English & Kiswahili)
- Strong listening, problem-solving, and interpersonal skills
- Ability to work under pressure and handle multiple interactions
Key Competencies
- Handle high-volume inbound and outbound calls with professionalism.
- Respond to inquiries on orders, payments, delivery, and return policies.
- Log all customer interactions accurately in CRM systems.
- Resolve customer complaints within agreed Service Level Agreements (SLAs).
- Educate customers on new products, services, and promotions.
- Collaborate with Sales, Finance, and Logistics to address customer needs.
- Follow communication protocols, call scripts, and escalation procedures.
- Submit regular reports on call metrics, complaints, and feedback trends.
- Promote upselling and cross-selling where appropriate.
How to Apply
Send your CV, cover letter, and letter of introduction from your institution to hr@royalmabati.com
Deadline: Friday, 15th August
