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CALL CENTRE AGENTS - REPAIRS AND SERVICE

Posted 11.04.2021
47 views
Industry: Sales & Customer Service
Career level: Mid-level
Employment type: Full time
Job location: Kenya, Nairobi
Salary offered Negotiable

Requirements

Education: Bachelor's Degree
Experience: 0-2 years
Languages: English, Swahili
Driving license: No

Job role

Job Summary Applications are invited from qualified persons for the above vacant position. Minimum Qualification: Bachelor Experience Level: Mid level Experience Length: 2 years Job Description/Requirements Roles & Responsibilities Duty First Call Resolution Description - Prompt call response Evaluation / KPI -FCR Target 87% Task Type/ Reporting Monthly Duty VOC Management Description - VOC registration Evaluation / KPI - VOC Qty registration Target 1qty/ daily Task Type/ Reporting Daily Duty Pending Management Description - SPM system utilization & feedback to relevant dept on part availability Evaluation / KPI L/T confirmation: Parts Availability Target 2 days Task Type/ Reporting Daily Duty Internship Mentorship Description - Interns role assignment & monitoring, Training schedule Evaluation / KPI Attitude and response Target Task Type/ Reporting Monthly Duty Sprinkler Management (SNS) Description - Customers querry response via Sprinkler (facebook/twiter/instagram & Youtube) Evaluation / KPI Attitude and response Target 2hrs Task Type/ Reporting Daily Duty Sprinkler Management (SNS) Description - Communication with marketting & other relevant dept on any issues raised. Duty Sprinkler Management (SNS) Description - Online CSAT Survey & resolution rate Evaluation / KPI Target 4.0, 80% Task Type/ Reporting Monthly Duty Sprinkler Management (SNS) Description - Content sharing on DB portal Evaluation / KPI Target Task Type/ Reporting Daily Duty Connected Sales Description - Weekly sales status sharing ->Progress status: Follow ups with Opalnet Evaluation / KPI - Response Target $217 K (Annual target for CIC) Task Type/ Reporting Weekly Duty Connected Sales Description - Monthly sales status sharing for all CIC members Evaluation / KPI - Sales Target Task Type/ Reporting Monthly Duty Repair scheduling Description - IH repair scheduling for SNS service requests Evaluation / KPI Collective 1. Pending Management 2. NPS Survey; Running the survey 3. Tele Sales Improvement 4. IH SVC Scheduling and follow up

Benefits

Company background

About us BrighterMonday is East Africa’s #1 job website Founded in Kenya in 2006 and operating in all East African markets, BrighterMonday is committed to the goal of maximizing the opportunities for East Africa’s job seekers and employers. BrighterMonday forms part of the investment portfolio of Ringier One Africa Media
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