CRM Call Centre Support Staff

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

CRM CALL CENTRE SUPPORT STAFF- KATICRM

POSITION OBJECTIVE:

We are looking for a customer-focused and detail-oriented CRM Call Centre Support Staff member to provide exceptional support to our customers using our CRM system. The ideal candidate will handle inbound and outbound calls, resolve customer inquiries, and log interactions accurately in the CRM platform. You will also assist in maintaining the quality and integrity of customer data while ensuring a seamless support experience.

KEY RESPONSIBILITIES:

• Handle incoming customer inquiries via phone, email, and chat, and provide timely and accurate support.
• Use the CRM system (KatiCRM) to log calls, update customer records, and track issue resolution.
• Escalate complex issues to the appropriate team or supervisor while ensuring proper follow-up.
• Educate customers on product or service offerings, processes, and system features.
• Monitor open cases/tickets and ensure timely resolution in line with SLAs.
• Maintain high data accuracy in the CRM by updating customer information and case notes.
• Contribute feedback on recurring customer issues to help improve system usability and service processes.
• Participate in regular training sessions to stay updated on CRM system changes and support procedures.
• Provide initial support, to achieve First Call Resolution, wherever possible
• Follow training materials and scripts, effectively and consistently.

REQUIRED SKILLS & QUALIFICATIONS:

• High school diploma or equivalent; associate or bachelor’s degree preferred
• 1+ year of experience in a call centre, helpdesk, or customer support role.
• Familiarity with CRM systems (e.g., Salesforce, Zoho, Dynamics, Freshdesk, etc.).
• Strong communication skills-verbal and written-with a professional phone manner.
• Ability to handle high volumes of interactions with patience and efficiency.
• Basic computer skills, including Microsoft Office and data entry proficiency.
• Customer-centric mindset with a problem-solving attitude.

PREFERRED QUALIFICATIONS:

• Experience working in a tech, retail, or services-based call centre environment.
• Multilingual proficiency is a plus.
• Knowledge of ticketing systems or customer service metrics (e.g., CSAT, FCR).
• Should have a working knowledge of other CRM solutions in the market.

SALARY:

• The position offers a gross monthly salary of Ksh. 25,000.