Customer Service Trainee / Processor

SALIX is an award-winning small business that has been at the forefront of addressing critical data challenges since 1999. Founded by two visionary brothers, SALIX now serves over 2,500 clients globally. Our comprehensive suite of technical services includes Business Process Outsourcing, Forensic Collection, E-Discovery Processing, and Cyber Security. At SALIX, processors are integral members of the team, expected to contribute insights and innovative solutions to our clients’ challenges. Join us and embark on a journey of real-world experience in a dynamic, entrepreneurial environment.

We are looking for a dedicated and customer-focused Customer Service Trainee/Processor to join our team. The role begins with an intensive 6-8 week training program to equip candidates with the skills needed to deliver exceptional customer support. Upon successful completion of training, successful candidates will transition into full-time employment.

The ideal candidate is an excellent communicator, problem-solver, and team player with a strong ability to handle customer inquiries and resolve issues efficiently.

Your Role

During Training (6-8 Weeks of Customer Service Training):

• Master customer service best practices and company policies.
• Develop proficiency in call handling techniques and troubleshooting procedures.
• Participate in customer interaction simulations to enhance practical skills.
• Improve communication and problem-solving abilities through structured role-playing exercises.
• Attend daily training sessions and team meetings to track progress and receive feedback.
• Gain expertise in customer service software, CRM tools, and phone systems.
• Complete trainer-assigned tasks and practical challenges.
• Adhere to training guidelines, maintain excellent attendance, and meet performance benchmarks.

Upon Employment:

• Consistently deliver high-quality customer service through phone calls and web-based interactions, maintaining integrity and ethical standards.
• Efficiently complete assigned tasks and proactively seek additional responsibilities.
• Strictly follow processing guidelines, incorporate Quality Control feedback, and minimize errors.
• Actively engage in feedback sessions with QC teams and leadership to improve performance and prevent errors.
• Promptly communicate any attendance issues to the Team Leader.
• Participate in shadowing sessions to assist in training new team members.
• Attend all company and project-related meetings as required.
• Be prepared to undertake additional tasks as assigned by the Team Leader.

Requirements:

• Location: Must be living or willing to relocate to Naivasha Road, Kawangware 46, Wanyee Road, Kabiria, Satellite, Ngong Road (up to Racecourse). 
• Must possess a valid Certificate of Good Conduct taken within the past 6 months (certificates older than 6 months will be considered expired).
• Smartphone: Ability to host Duo Mobile and Microsoft Authenticator apps (Android version 12 and above or iOS version 8 and above).
• Training Duration: 6-8 weeks (Stipends are provided at the end of the month).
• Employment Type: Full-time upon successful completion of training
• Shift: EST Shift – 3:00 PM to 12:00 AM, Monday to Friday (including public holidays in Kenya)

Qualifications

• Possession of a Degree, Diploma, or Certificate from an accredited institution is mandatory.
• Prior customer service experience, while advantageous, is not a prerequisite for this position.
• Bilingual capability in English and Spanish is highly valued and will be considered a significant asset.
• Demonstrable excellence in both verbal and written English communication is essential.
• Superior problem-solving skills and the ability to practice active listening are critical for this role.
• A demonstrated commitment to continuous learning, adaptability, and the application of constructive feedback is required throughout the training period and subsequent employment.
• The capacity to effectively manage multiple tasks simultaneously and excel in a high-pressure, fast-paced environment is crucial.
• Demonstrated competence in utilizing CRM systems, managing email communications, and operating call-handling equipment is essential.
• Adherence to the highest standards of ethics, empathy, and customer service orientation is non-negotiable.
• An impeccable record of attendance and punctuality is required, both during the training phase and throughout employment.