Our client, an International BPO firm with Head Offices in Australia, is looking for a Team Leader to provide leadership to team of Customer Service Representatives for a Call Centre in Nairobi.
The Kenyan office will provide support services to the main offices in Australia, other online dating companies, social networking companies and ecommerce companies.
Key responsibilities
The Kenyan office will provide support services to the main offices in Australia, other online dating companies, social networking companies and ecommerce companies.
Key responsibilities
- Providing leadership and support to a team performing all the below mentioned tasks.
- Screening and moderating user submitted content, answering support requests and performing support functions.
- Moderating and screening written user content on Profiles
- Moderating and screening user submitted photos
- Answering Online Help Requests
- Answering telephone support requests
- Processing Testimonials (depending on language)
Key Skills and competences
- A people person with a passion for Customer Service
- Ability to respond promptly to emerging issues while ensuring that the team is meeting client expectations.
- Ability to handle and resolve escalated customer complaints
- Ability to communicate and coordinate with internal departments
- Ability to work accurately and with an eye for detail and instil the same in the team
- Ability to multitask and take up more workload when required
- Very good written English (grammatically correct, can express things clearly)
- Ability to work in multiple tabs and multiple browsers efficiently in a web browser based support system (speed and accuracy are important)
- Very good work ethic (is reliable, motivated, professional)
- Someone who takes pride in their work and genuinely wants to provide good customer service
- Candidates with neutral accents and good phone skills will be given priority.
Desirable:
- Previous experience in a CSR role and/ or with a foreign company
- Ability to speak a major language such as French, German, Italian, Arabic etc
Kindly indicate the position applied for and minimum salary expectation on the subject line.