QSSK- Customer Service Representative Non- Voice
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Industry Professional / Social Associations Founded 2006 Type Private Website qsourcing.com Address Muguga Oasis. Bohra Street,Westlands Nairobi, Kenya
View All Jobs at Q-Sourcing Servtec Group
Job Purpose
- To provide exceptional customer support on non-voice channels through WhatsApp, delivering prompt assistance, accurate data updates, and maintaining a positive brand image, contributing to company growth.
Key Responsibilities
Customer Engagement
- Engage with customers through WhatsApp and other non-voice platforms.
- Respond to inquiries, complaints, and requests promptly and professionally.
- Maintain a calm and positive chat tone, even during challenging interactions.
Data Management & Accuracy
- Update and maintain accurate customer data across multiple platforms.
- Ensure strong attention to detail and accuracy in data entry.
Issue Resolution & Escalation
- Monitor chats and escalate critical issues when necessary.
- Collaborate with internal teams to resolve customer issues and meet service standards.
Brand & Communication Standards
- Ensure brand tone and voice consistency in all written communication.
- Stay updated with trends in social media, customer care, and digital communication.
Continuous Improvement
- Suggest improvements to enhance channel performance and response efficiency.
- Manage tasks efficiently within set timelines to deliver prompt support.
Other Duties
- Perform any additional duties assigned by management.
Qualification and Experience
Education
- Diploma in Customer Service, or a related field.
Experience
- Previous experience in a customer support role.
- Previous experience in customer support or social media engagement.
- Experience with WhatsApp Business and related tools is preferred.
Technical Skills
- Proficiency in WhatsApp Business and related tools.
- Fast typing skills and ability to handle multiple chats simultaneously.
- Strong attention to detail and accuracy in data entry.
Core Competencies
- Excellent written communication with strong grammar and spelling.
- Ability to resolve complaints with professionalism and empathy.
- Flexibility and adaptability to new tools, processes, and customer needs.
- Strong organizational and time management skills.
- Ability to work under pressure and meet deadlines.
- Team player with a collaborative mindset.