Call Centre Assistant

Key Responsibilities:

· Answer inbound calls from customers promptly and professionally.

· Assist customers with inquiries, complaints, product information, or order processing.

· Resolve customer issues, complaints, and concerns effectively while maintaining a positive and professional demeanor.

· Provide accurate information on services, products, and company policies.

· Document customer interactions and follow up on pending issues.

· Maintain detailed records of customer interactions and transactions in the system.

· Escalate unresolved issues to the appropriate department or supervisor.

· Meet performance metrics, including call handling time, customer satisfaction, and resolution rates.

· Assist with outbound calls as needed for customer follow-ups, surveys, or promotions.

· Work collaboratively with other team members to ensure smooth service delivery.

· Maintain confidentiality and handle sensitive customer data in accordance with company policies.

Qualifications and Skills:

· High school diploma or equivalent; a degree in Business, Communication, or a related field is an advantage.

· Previous experience in a call center or customer service role is preferred but not mandatory.

· Excellent verbal and written communication skills in English and Swahili (other languages are a plus).

· Strong problem-solving skills with the ability to handle difficult customer situations.

· Ability to stay calm under pressure and work in a fast-paced environment.

· Strong attention to detail and organizational skills.

· Proficient in using computers and call center software or CRM systems.

· Positive attitude, customer-focused, and a strong team player.

· Availability to work flexible hours, including evenings, weekends, and holidays, as required.