Job Purpose:
To
deliver exceptional customer service by handling inbound and outbound calls,
responding to customer inquiries, resolving issue and promoting company
products and services in a professional and efficient manner.
Key Responsibilities:
- Handle incoming calls and provide accurate
information regarding company products, services, and promotions.
- Respond to customer inquiries through calls,
emails, or live chat within the set service level standards.
- Troubleshoot customer issues, such as network
problems, billing inquiries and service disruptions and escalate
unresolved cases to relevant departments.
- Process service requests such as subscription
renewals, and account updates.
- Maintain and update customer records accurately
in the company’s database or CRM system.
- Provide feedback on recurring customer issues
and suggest improvements to enhance service delivery.
- Meet or exceed key performance indicators (KPIs)
such as call handling time, resolution rate and customer satisfaction
score.
- Promote additional products and services when
appropriate to enhance customer value.
- Adhere to company policies, procedures and
confidentiality standards.
- Participate in training sessions and team
meetings to stay informed about new products, systems, and policies.
Qualifications and Requirements:
- Diploma or Degree in Business Administration,
Telecommunications, Business IT, or information technology.
- Proven experience in a call center or customer
service environment, preferably in the telecommunications sector.
- Excellent verbal and written communication
skills in English and Kiswahili.
- Strong problem-solving and multitasking
abilities.
- Proficient in computer applications and CRM
systems.
- Ability to work under pressure and meet
performance targets.
- Flexibility to work in shifts, including
weekends and holidays.
Key Competencies:
- Customer-focused with a positive and
professional attitude.
- Strong interpersonal and listening skills.
- Attention to detail and accuracy in handling
customer data.
- Team player with a proactive approach.
- Time management and adaptability to dynamic work
environments.
How to Apply
Interested
internal candidates who meet qualifications are encourage to apply through careers@sprinkvillenetworks.co.ke
Apply on
or before 05th November 2025
