Job Description: The Call Centre Representative will be responsible for managing client orders, handling customer inquiries, maintaining accurate account records, and ensuring timely order closure. The role requires strong communication skills, attention to detail, and the ability to manage multiple client accounts in a fast-paced, service-driven environment.
Key Responsibilities Order Management & Processing
• Attend to all new orders posted by clients and ensure they are processed promptly.
• Ensure all order details are accurately captured and updated before uploading.
• Work towards closing all client orders on a monthly basis, ensuring no pending order exceeds three (3) weeks. Customer Support & Communication
• Handle inbound customer calls, providing product information and usage explanations.
• Conduct thorough recaps and follow-ups on pending orders, making a minimum of three (3) calls per order per day, including follow-ups on consecutive days.
• Maintain constant communication with clients regarding order status, delays, or challenges. Account Management & Performance Monitoring
• Monitor and improve the performance of assigned client accounts.
• Maintain accountability and full ownership of account sheets being handled.
• Communicate account-related challenges promptly and clearly. Order Follow-Up & Coordination
• Follow up with the operations team on dispatched orders that have no delivery update within seven (7) days.
• Ensure timely resolution and updates on such orders in line with service expectations. Compliance & Quality Standards
• Adhere to communication scripts, company procedures, and Service Level Agreements (SLAs).
• Maintain professionalism, accuracy, and consistency in all client interactions. Other Duties
• Perform any other duties as assigned under the contract of employment. Skills & Competencies Core Skills
• Excellent verbal and written communication skills.
• Strong active listening ability with empathy and customer focus.
• High level of attention to detail, efficiency, and accountability.
• Strong problem-solving skills and adaptability.
• Ability to work effectively under pressure in a fast-paced environment. Remuneration
• Gross salary of KES 30,000 for the first three (3) months during the probation period, subject to performance monitoring.
If unable to submit through the website, please send your CV to email: hr@sustenirhr.com
