Job Purpose:
- To deliver exceptional customer service by
managing customer interactions across all communication channels, ensuring
timely and effective resolution of queries, and contributing to the
overall efficiency and success of the Britam Contact Centre.
- The role requires multiskilling capabilities,
adaptability to assigned responsibilities, and a commitment to upholding
the highest service standards while continuously improving processes and
customer experiences.
Key Responsibilities:
- Respond to customer queries across all channels
(phone, email, social media, WhatsApp, SMS, web chats) as assigned,
promptly and professionally.
- Resolve customer issues effectively at the first
point of contact.
- Update and maintain accurate customer records in
relevant systems.
- Meet team and departmental targets (SLAs and
KPIs).
- Handle escalations and ensure satisfactory
resolution.
- Manage bulk communications like SMS and email
campaigns.
- Maintain high service levels and follow Contact
Centre processes.
- Participate in service improvement initiatives
and provide feedback for better customer experiences.
- Prepare and share reports promptly to ensure
timely decision-making and effective communication.
- Perform other duties as assigned and develop
multiskilling capabilities to support all Contact Centre operations.
Key Performance Measures:
- High customer satisfaction (CSAT) scores.
- Resolve customer issues on the first contact
(FCR).
- Meet response and resolution time targets
(SLA).
- Maintain high-quality interactions (QA
scores).
- Achieve daily and monthly productivity
goals.
- Handle escalations quickly and
effectively.
- Manage all communication channels efficiently
(calls, emails, social media, SMS, WhatsApp).
- Accurately update customer records in CRM.
- Follow all company policies and
procedures.
- Successfully handle multiple tasks and channels
(multiskilling).
Knowledge, experience and qualifications required
- University degree in a social science or
business-related field.
- Relevant experience in a call centre and/or
Customer Service.
Technical/ Functional competencies:
- Ability to discreetly handle sensitive and
confidential information.
- Strong organizational skills: ability to
prioritize work and meet deadlines.
- Strong writing, analysis and presentation
skills.
- Computer literate (MS Word, PowerPoint and Excel
expert).
- Records management.
- Planning and organizational skills.
How to Apply
