Customer Care Associate

Job Description

We are looking for customer care professionals with strong interpersonal and communications skills who are passionate about Customer Experience and its growing future in the organization. This position reports to the Customer care Inbound/Outbound supervisor

In this role, you will undertake the following tasks:

• Handle all incoming or outgoing customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Freshdesk}, web chat and emails.
• Update Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.
• Identify reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations} and attempt service recovery by calling affected Agents and Customers and offering proactive solutions.
• Escalate tickets within the organization through Freshdesk if they cannot be solved immediately.
• Make calls to potential customers to locate a Copia Agent nearest to them.
• Follow ups on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution.
• Any other duties as may be given by your Supervisor or Manager.

Qualifications

• You have a bachelor's degree from an accredited college or university. 
• You have previous experience as a customer care associate/agent, marketing associate or related position will be an added advantage. 
• You have good data entry and typing skills.
• You have the ability to clearly communicate in English and Kiswahili.  
• You have previously worked in a fast-paced environment and in shifts including evening and weekend.
• You have superior computer skills, including strong knowledge of Excel, Word and PowerPoint. 
• You display exceptional interpersonal and active-listening skills as well as the ability to prioritize issues and respond accordingly.
• You are commitment to excellent customer experience.