We are looking for motivated and dedicated individuals to join our team as Customer Care Representatives. This position is ideal for change agents who are accountable, honest, and passionate about customer service. As a Customer Care Representative, you will directly interact with walk-in customers at service centers, ensuring first-contact resolution, positive feedback, and overall customer satisfaction.This role acts as the face of the company, shaping the brand image and maintaining a customer-centric approach at all times.

Customer Care Representative: A Role of Responsibility and Growth

Customer Care Representative , At the heart of every successful company lies its workforce, and at our organization, employees are seen as the most valuable asset. With innovation, imagination, and a commitment to attracting and retaining the best talent, we aim to create an environment that nurtures growth and inclusion. One critical role in achieving customer satisfaction and fostering brand loyalty is that of a Customer Care Representative.

REMOTE JOBS

Purpose of the Role

We are looking for motivated and dedicated individuals to join our team as Customer Care Representatives. This position is ideal for change agents who are accountable, honest, and passionate about customer service. As a Customer Care Representative, you will directly interact with walk-in customers at service centers, ensuring first-contact resolution, positive feedback, and overall customer satisfaction.

This role acts as the face of the company, shaping the brand image and maintaining a customer-centric approach at all times.

Key Responsibilities of a Customer Care Representative

The role of a Customer Care Representative encompasses a wide range of responsibilities aimed at operational excellence and enhancing the customer experience. Below are the primary areas of focus:

1. Operational Excellence and Customer Experience

• Serve as a liaison between the company and customers, providing accurate information and resolving any issues efficiently.
• Build strong relationships with customers through open and interactive communication.
• Provide first-contact resolution for walk-in customers, ensuring their concerns are addressed promptly.
• Handle customer complaints by offering appropriate solutions and alternatives within set time limits, followed by thorough follow-ups.
• Go the extra mile to engage and satisfy customers.
• Adhere to company procedures and policies, ensuring all interactions are professional and compliant.

2. Self-Performance Management

• Monitor personal performance metrics and strive to meet targets while adhering to company policies and Standard Operating Procedures (SOPs).
• Focus on achieving customer satisfaction, first-contact resolution, and positive feedback.
• Manage time efficiently, ensuring all transactions are recorded accurately in the system without errors.

3. Greeting and Kiosk Management

• Greet every walk-in customer politely and maintain a welcoming environment at the service center.
• Ensure all customer interactions are logged correctly and tokens are assigned as per SOPs.
• Report any repair or maintenance needs of the service center to the assistant manager.
• Maintain excellent service standards and respond to customer inquiries promptly to ensure high satisfaction levels.

Educational Qualifications

• A bachelor’s degree from an HEC-recognized institution is required.

Experience Requirements

• Fresh graduates are welcome to apply.
• Candidates with 1-2 years of experience in customer support or as client service representatives will have an advantage.

Knowledge and Skills Required

To excel as a Customer Care Representative, candidates should possess:

1. Basic Knowledge

• An understanding of the KE network.
• Familiarity with tariffs and consumer billing processes.
• Knowledge of new connection procedures.

2. Technical Skills

• Hands-on experience with systems like SAP and CRM tools.
• Ability to read and understand consumer statements and bills.

3. Customer Service Skills

• Strong interpersonal and communication skills.
• Patience and the ability to handle challenging situations effectively.
• Problem-solving skills to address customer complaints efficiently.

Why Choose the Role of a Customer Care Representative?

1. Be the Face of the Company

As a Customer Care Representative, you will play a pivotal role in shaping the company’s image. Your interactions will leave a lasting impression on customers and enhance brand loyalty.

2. A Chance to Grow

This role offers numerous opportunities for professional growth. With hands-on experience, training, and exposure to customer relationship management systems, you can build a solid foundation for a rewarding career.

3. Develop Essential Skills

The role helps you hone essential skills, including problem-solving, communication, and technical expertise, which are valuable in any industry.

How to Succeed as a Customer Care Representative

1. Stay Customer-Focused

Always prioritize the customer’s needs and work towards achieving satisfaction and resolution in every interaction.

2. Communicate Effectively

Build trust and rapport with customers by being attentive, polite, and clear in your communication.

3. Embrace Continuous Learning

Stay updated on company procedures, tariffs, and systems to provide accurate information and improve service quality.

4. Manage Time Efficiently

Ensure prompt and efficient service by managing your time and tasks effectively.

Equal Employment Opportunity (EEO)

Our organization is committed to equal employment opportunities for all. We provide a work environment that values diversity and inclusivity, regardless of age, race, religion, gender, or any other protected characteristic.

Conclusion

A Customer Care Representative is more than just a job title—it is a role that requires dedication, empathy, and a passion for helping others. This position is critical in building customer trust and fostering a positive brand image.

Vacant Positions

• Customer Care Representative