Call Center Agent at Sprinkville Networks

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. Call Center Agent at Sprinkville Networks

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: