Customer Service Agent

Reports to Sales & Marketing Manager

Job purpose

Attend to queries from the customers and act as the bridge between the customer and concerned department to ensure that the customers are satisfied with the service provided by the company.

Main Duties and Responsibilities

KRA Technical Skills

• High level of communication skills
• Record request/Call client request received from Central Monitoring Station

KRA Monitoring & reporting skills

• Follow up of status of complaints for customers.
• Handle, complete and submit customer complaint report.

KRA Customer Service

• Communicate updates and changes in specifications to customers.
• Follow up of customer satisfaction for guarding sector to query about their appreciation/ non appreciation of the services provided to them.
• Follow up customers request until it is solved.
• Draft attestation letters and other required document for customers.
• Attend customer Sign agreement for Alarm services/complaint
• Attend phone calls - transfer to appropriate department/record request on Call Manager

Any cognate duties as may be necessary in the circumstances and / or required by the employer.

Qualifications & Experience required

• Higher School Certificate or any equivalent qualification.
• Experience in the customer service field is definitely an advantage.

Key Competencies (Knowledge, Skills, Attitudes, Behaviours)

• Excellent communication skills written and spoken (Fluent in English and French)
• Strong Networking Knowledge
• Ability to understand and to adapt to new software
• Human relations skills
• Use IT Tools with competence

Demonstrate a logical approach in resolving customer complaints