Customer Service Representative

ABOUT THE COMPANY

We are a Business Process Outsourcing company in Kenya. We offer reliable data annotation, customer support, and outsourced HR services.

JOB SUMMARY

The Scheduler is responsible for maintaining the client and caregiver relationship and ultimately helps provide a “best in home care” experience for clients and employees. Plays the integral role in interfacing with caregiver staff in ensuring the proper caregiver and client match. Ensures that all referrals are received in an accurate, detailed manner and are properly handled. Performs various supervisory activities for scheduling appropriate caregivers to clients; timecard processing, where necessary; and monitoring of telephony system and other payroll responsibilities as needed. Performs other office coordination duties. Maintains a positive demeanor at all times and is able to effectively multitask in a high-functioning office environment. The core competencies for a Scheduler are: Verbal Communication, Adaptability, Likability, Customer Focus, Decision Making/Judgment, Organization, Stress Management, and Resourcefulness.

RESPONSIBILITIES

ESSENTIAL FUNCTIONS VERBAL COMMUNICATION Answers telephone, and takes inquiries or messages in an upbeat, professional manner. Communicates continually with associates and clients to evaluate service. Serves as liaison between associates and the Office Manager.CUSTOMER FOCUS Responds promptly and courteously to all clients’ calls. Receives referrals and inquiries on the programs of this company.ADAPTABILITY Assists with sales, marketing and public relations efforts.DECISION MAKING/JUDGMENT Maintains integrity in every interaction with caregivers and clients. Ability to live the Right at Home vision, mission and core values. Ability to problem solve and make decisions in a fast-paced environment.ORGANIZATION Schedules and coordinates day-to-day activities of caregivers. Performs payroll duties including verifying time sheets, updating telephony records, and computer input for payroll processing. Maintains documentation of associate work records in ClearCare and ensures current and complete personnel records for all home care associates.STRESS MANAGEMENT Performs on-call coordinator duties as needed. Maintains professionalism in all interactions. Ability to multitask in a high-functioning office environment.LIKABILITY Interviews, screens and tests all applicants, and provides a positive candidate experience. Assists with recruiting, associate hiring, orientations, in-services, disciplinary actions, etc. Serves as a team player within an office environment. Ability to relate to clients and care staff in a way that is sensitive to the unique needs of the individual. RESOURCEFULNESS Other general office and clerical functions. Other duties as assigned by the Operations Manager. ESSENTIAL FUNCTIONS VERBAL COMMUNICATION Answers telephone, and takes inquiries or messages in an upbeat, professional manner. Communicates continually with associates and clients to evaluate service. Serves as liaison between associates and the Office Manager.CUSTOMER FOCUS Responds promptly and courteously to all clients’ calls. Receives referrals and inquiries on the programs of this company.ADAPTABILITY Assists with sales, marketing and public relations efforts.DECISION MAKING/JUDGMENT Maintains integrity in every interaction with caregivers and clients. Ability to live the Right at Home vision, mission and core values. Ability to problem solve and make decisions in a fast-paced environment.ORGANIZATION Schedules and coordinates day-to-day activities of caregivers. Performs payroll duties including verifying time sheets, updating telephony records, and computer input for payroll processing. Maintains documentation of associate work records in ClearCare and ensures current and complete personnel records for all home care associates.STRESS MANAGEMENT Performs on-call coordinator duties as needed. Maintains professionalism in all interactions. Ability to multitask in a high-functioning office environment.LIKABILITY Interviews, screens and tests all applicants, and provides a positive candidate experience. Assists with recruiting, associate hiring, orientations, in-services, disciplinary actions, etc. Serves as a team player within an office environment. Ability to relate to clients and care staff in a way that is sensitive to the unique needs of the individual.RESOURCEFULNESS Other general office and clerical functions. Other duties as assigned by the Operations Manager.

REQUIRED SKILLS

Reporting, Answering telephones and call management, Customer service

REQUIRED EDUCATION

Diploma, Associate's degree