Call Center Agent

Acorn, the company behind Qwetu Student Residences, Qejani RESIDENCES and vuka is hiring a call center agent in Nairobi.

Responsibilities

• Driving customer acquisition through tele-sales, manage a large volume of both inbound and outbound call identifying potential customers and their details on our CRM.
• Providing excellent customer experience to all contacts (inbound and outbound) by providing accurate product information, responding to all queries by phone and email while upholding the Qwetu Brand.
• Engaging residents to follow up on their queries on maintenance, tenancy and updating the helpdesk to close all issues using first time resolution tactics.
• Following up with potential and current customers on bill payments, rent reminders and collections.
• Identifying and escalate priority issues, routing calls to appropriate resource, following up customer calls where necessary, and documenting all call information according to standard operating procedures.
• Completing call logs, prepare and share call reports timely.
• Sharing any customer VOC for improvements.
• Channeling any customer pain points for resolution and keep customer informed

Qualifications

A graduate in any Kenyan university or college studying Tourism, Hospitality, International Relations or any business-related courses.

Must have skills

• Positive with a high-energy attitude.
• Proficient in Microsoft Office (especially MS Word, Excel and PowerPoint).
• Excellent written and verbal communication skills.
• Self-directed and able to work without supervision.