TELE CUSTOMER CARE ASSOCIATE

Description

WWW.ROYALMABATI.COM
ROYALMABATI
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TELE CUSTOMER CARE ASSOCIATE

Royal Mabati Factory Ltd is a leading manufacturer and supplier of top-quality roofing and steel construction materials. We are seeking to recruit a professional, customer-focused, and results-driven Tele Customer Care Associate to join our Customer Department.
The role involves handling inbound and outbound calls, addressing customer queries, following up on complaints, updating records in CRM systems, and ensuring a seamless and professional customer experience in line with company standards.

Key Skills & Qualifications:
• Education: A Diploma or Bachelor's Degree in Customer Service, Communication, Business Administration, Marketing, or a related field from a recognized institution.
• Certification in Customer Service, Call Centre Operations, or CRM software. (Added Advantage)
• Minimum 1-3 years of experience in a customer service or contact center environment.
• Hands-on experience with CRM systems such as Freshdesk, Zoho Desk, or Zendesk.
• Proficiency in CRM and call center technology
• Excellent spoken and written communication (English & kiswahili)
• Strong listening, problem-solving, and interpersonal skills
• Ability to work under pressure and handle multiple interactions

Key Competencies:
• Handle high-volume inbound and outbound calls with professionalism.
• Respond to inquiries on orders, payments, delivery, and return policies.
• Log all customer interactions accurately in CRM systems.
• Resolve customer complaints within agreed Service Level Agreements (SLAs).
• Educate customers on new products, services, and promotions.
• Collaborate with Sales, Finance, and Logistics to address customer needs.
• Follow communication protocols, call scripts, and escalation procedures.
• Submit regular reports on call metrics, complaints, and feedback trends.
• Promote upselling and cross-selling of products.

Send your cv to: hr@royalmabati.com
Deadline 15th August