Bilingual Call Center Agent

About Us

Job Description

As a Call Agent at Sauti Contact Center, you will play a crucial role in delivering outstanding customer service to our clients. We are looking for individuals who are fluent in both English and Swahili, possess excellent communication skills, and are capable of making 25 calls per hour. The successful candidate will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction.

Key Responsibilities:

• Make 25 calls per hour to customers in a professional and courteous manner.
• Handle inbound calls, respond to customer inquiries, and provide accurate information.
• Resolve customer concerns, complaints, and issues promptly and effectively.
• Maintain a high level of product or service knowledge to address customer queries effectively.
• Document all customer interactions and transactions accurately in the system.
• Collaborate with team members and supervisors to improve customer service procedures.
• Adhere to company policies and procedures while delivering exceptional service to customers.
• Meet or exceed daily, weekly, and monthly targets for call volume and customer satisfaction.

Requirements

• Fluency in both English and Swahili (spoken and written) is mandatory.
• Excellent communication skills and a pleasant phone demeanor.
• Ability to make 25 calls per hour while maintaining quality and professionalism.
• Strong problem-solving skills and the ability to think on your feet.
• Customer-focused attitude with a passion for delivering exceptional service.
• Ability to work in a fast-paced environment and adapt to changes quickly.
• Basic computer skills and familiarity with call center software and systems.
• Ability to perform well under little or no supervision.

Education and Experience:

• High school diploma or equivalent.
• Previous experience in a call center or customer service role is a plus but not mandatory.

Benefits

• Competitive salary
• Ongoing training and professional development opportunities
• Friendly and supportive work environment