Contact Center Executive (Somali Speaking)

About the Role: 

The Contact Center Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.

What you would be expected to do

• Initiate and implement corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
• Receive customer queries and ensure these are resolved promptly.
• Proactively Listen to handle all queries efficiently while maintaining service quality and standards.
• Help minimize defaults by reaching out to customers with delayed payments.
• Proactively contact dormant customers directly to resolve any pending issues. 
• Building and maintaining good customer relationships regarding the diversity of the customer base.
• Report to the call center team managers issues raised from customers that need immediate actions or resolutions from the management.
• Check customer satisfaction degree after a sale and increase customer retention. Gather and document information about the customer and the product via available applicable systems.
• Perform any other tasks or duties that may be assigned.

You might be a strong candidate if you

• Hold a bachelor’s degree or Diploma with at least a year of job-related work experience.
• Proficiency in the Maasai language.
• Possess basic knowledge of Excel spreadsheets and data entry skills.
• Have experience in assisting customers will be of added value.
• Are open to working in a flexible and creative work environment with fast-evolving operations. 
• Able to multitask while working under tight deadlines with close attention to detail.
• Always remain professional and courteous with customers.
• Have excellent verbal and written communication skills - both in English and Swahili
• Able to work in shifts.

You will be a great culture addition if you represent the below behaviors.

• Taking ownership of your work and are thorough in your execution – This is by constantly seeking to do more with less because we know that efficiency brings increased value for our consumers.
• Exhibit a spirit and strength of partnership - through prioritizing, forming strong relationships and truly knowing the needs and priorities of our colleagues and customers alike.
• Critical thinking and solving problems creatively - Innovation is at the heart of every element of our business, therefore being curious and looking for opportunities to become more efficient and better at what we do.
• Placing our customers first - by assuming great tasks in surpassing our customers’ expectations and continuously engaging ourselves to raise our standards of exceptional service.
• Prioritizing continuous growth - seeking opportunities to become more knowledgeable, more proficient and stronger.