Contact Centre Agent

ABOUT THE COMPANY

AutoXpress is an East African market leading importer, distributor and retailer of tyres, auto parts and accessories offering an extensive range of repair and maintenance services through a well-established network of 50+ outlets across Kenya, Tanzania, Rwanda, Uganda and Zambia.

Vision:

To become the market leader in the Eastern African region in the sales of auto parts, accessories and servicing of vehicles.


Mission:

To deliver to our customers fast, efficient and truly superior service with an identifiable difference.
To provide the appropriate product range for our customers.
To employ, train and retain the very best human resource available.
To utilize accurate processes and systems.

JOB SUMMARY

As a Contact Centre agent, you will be responsible for creating positive customer experiences through the handling of customer interactions via multiple communication channels. These channels include phone calls, emails, chats, and social media. Your primary objective is to assist customers with inquiries, provide information, resolve issues, and ensure overall customer satisfaction. Seize opportunities to upsell or cross-sell products when they arise, build sustainable relationships and engage customers by going the extra mile.You will work closely with a team of customer service professionals to meet performance targets and maintain high service standards.

RESPONSIBILITIES

Customer Interaction: Engage with customers courteously and professionally through inbound and outbound communication channels.Issue Resolution: Address customer inquiries, resolve problems, and provide effective solutions to ensure a positive customer experience.Communication: Clearly and effectively communicate information to customers. Use active listening skills to understand customer needs.Documentation: Accurately document customer interactions, issues, and resolutions in AutoXpress' internal systems.Team Collaboration: Work collaboratively with team members and other departments to resolve complex customer issues and share best practices.Product/Service Knowledge: Develop and maintain a comprehensive understanding of the company's products or services to provide accurate information to customers. Attend and actively participate in scheduled trainings.Quality Assurance: Adhere to established quality standards and follow company guidelines to ensure consistent and high-quality customer service.Performance Metrics: Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.Other: duties as assigned

REQUIRED SKILLS

Customer service, Customer support, CRM systems, Documentation and record keeping, Conflict and complaint resolution, Written communication, Empathy, Listening, Teamwork, Time management, Retail sales

REQUIRED EDUCATION

Diploma, Associate's degree