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Customer Service Representative



Customer Service
Nairobi, Kenya
Posted on Monday, July 8, 2024

Position: Customer Service Representative

Reporting to: Call Center Team Lead

Location: Nairobi, Kenya

Tenure: Full time

About SunCulture

Founded in 2012, SunCulture’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercializing life changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World’s Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC. Over the last 5 years the company has grown significantly and now employs 400+ people around the world.

About the role

The Customer Service Representative will handle a high volume of incoming phone calls and assist customers with a variety of issues or inquiries and may be responsible for answering customer questions, resolving problems, and providing information about products or services. Additionally, Customer Service Representative will be responsible for tracking customer interactions, providing feedback to management, and achieving performance goals set by the company.

Key Responsibilities

  • Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
  • Resolving customer complaints or issues in a timely and efficient manner.
  • Providing information to customers about products or services.
  • Documenting customer interactions and transactions in a call center software or CRM system.
  • Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
  • Keeping current with company and industry-related information to ensure accurate information is provided to customers.
  • Identifying and escalating complex customer issues to a supervisor or manager as needed.
  • Following up with customers to ensure their needs were met.
  • Participating in training and development programs to improve skills and performance.

Does This Sound Like You?

  • A diploma in Communication, Customer Relations, Public relations, or any relevant field
  • At least 2 years experience in working in a call center as Customer Service Representative;
  • Knowledge of call center terminology, applications, and metrics
  • Hands-on, detail-oriented, and strong execution skills.
  • Good communication skills both Written and Spoken with the ability to interact freely with customers.
  • Passion for irrigation and proactive in decision making
  • Independent thinkers who are able to thrive in a fast-paced dynamic environment.
  • Have the ability to handle pressure, meet deadlines
  • Be organized and be an expert in time management
  • Basic computer skills.

Please apply online via this job portal. We respond to all candidates; however only shortlisted candidates will be interviewed.

Please Note

SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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