Kenya | Customer Service Representative | Mombasa

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Customer Service Representative

Responsibilities

• Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via phone and through emails and chats.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out to enable you respond to customer inquiries efficiently.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Managing database records, drafting status reports on customer service issues.
• Data entry and research as required to troubleshoot customer problems.

Requirements

• Minimum of 1 year experience in Customer Service
• Degree/Diploma in any related field
• C1 English and excellent grammar skills
• Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
• Great people skills
• A sales-oriented approach
• Proactive personality and self-motivator
• Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications.
• Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment.
• Outstanding written and verbal communication skills, great phone etiquette and elevated speech
• Should be flexible to work in shifts both day and night.