Role Title: Information Call Center Officer -1 Post
Business Unit(s): Rwanda
Business /Function: Information Call Center Officer
Location: Rwanda
Reports To: Customer Experience Manager
MDP Level: Manager of self
Role Size: K
Job Summary
Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshooting problems and provide information.
Key tasks and responsibilities:
- Answer calls professionally
- Respond to customer enquiries
- Research required information using available resources
- Handle and resolve complaints
- Provide customers with product and service information
- Route calls to appropriate resources
- Follow up and resolve customer queries where necessary
- Complete call logs
- Produce call reports.
- Build customer’s interest in the services and products offered by the company
- Arrange for the dispatch information packages, brochures etc. to clients and interested parties
- Performs other related tasks as instructed by the line Manager.
Academic/Professional Qualifications; experience; skills and competencies
- University degree in Communication or any related fields
- Minimum Experience of 3 years within the same role
- Knowledge of call centre telephony and technology
- Communication skills – verbal, written and eloquence
- Knowledgeable and quick in decision making
- Mature, temperament, patience, and empathy
- Passion for people
- IT skills including familiarity with CRM solutions
- Good memory, ability to comprehend, captures as well as interprets basic customer information.
- Ability to follow through
- Self-drive initiative
- Sound judgmental powers: ability to manage difficult customer situations
- Attention to details
Please visit our careers page through:
Interested candidate are requested to submit their applications by 5:00PM 15th December 2024.
Applicants must possess or be in the process of applying for a POLICE CLEARANCE CERTIFICATE as at the time of making an application.
ONLY short-listed candidates will be contacted.
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