This role entails ensuring that all customer contacts i.e. calls, emails, SMS and social media chats are attended to timely and appropriately. Agents are also responsible for tele-marketing of group products to clients by accurately disseminating product information. Efficient handling and resolution of customer challenges and complaints is key in delivering quality and seamless service, together with ensuring a culture of service excellence.
Duties and Responsibilities
Key Result Areas: - Building rapport with customers - Consistency and interaction when handling customers on O’mari platforms. - Outbound calls which including Tele-marketing, on-boarding, and surveys. - Ensuring that customers understand product information - Escalating issues to the appropriate channel. - Completing call logs and call reports, and updating them in the database. - Participating in activities designed to improve customer satisfaction.
- Participating in activities designed to improve business performance.
Qualifications and Experience
Qualifications • Marketing/ Business related A' level subjects, diploma
Key Competency Requirements • Confident and self-motivated with a strong work ethic • Basic computer proficiency, particularly with Microsoft applications. • Team-oriented, open minded and willing to learn. • Able to function effectively in a fast-paced work environment. • Customer service orientation and organizational skills • Good data entry, typing/keyboard skills and impressive telephone etiquette. • Knowledge of administration and clerical processes • Punctuality and consistent work attendance • Able to maintain customer information confidentiality. • Agile to new products and technological changes • Knowledgeable about the Financial industry • Brand Ambassador-making lasting impression as the first point of contact
