Customer Service Representatives
Childline kenya
Total years of experience :3 years, 1 Months
-Providing advice, information regarding the helpline services and assistance to callers, and attempting to
resolve all enquiries on first contact with the caller.
-Ensuring that all telephone calls are answered promptly and that clients queries, requests and complaints
are resolved in line with key targets and organization's procedures.
-Using available resources to research required information for callers and following up with clients and
returning telephone calls when required.
-Working towards call targets, essentially receiving upto 50 daily incoming calls from clients.
-Employing the organization's call logging soft ware, to accurately record details of calls and issues.
-Applying a professional courteous manner at all times especially when identifying and escalating priority
issues or clients complaints.
-Writing reports on the numbers of calls and cases received and fowarding them to supervisor on a
monthly basis.
-Replying to any queries sent through text messages and organization's social media accounts.
-Routine check up on the current situation of the clients, to ensure that the issue has been resolved.
-Ensuring proper documentation of the received cases into the Organization's CRM system.