Call Center Officer Job Vacancy in Kenya

Position Title: Call Center Officer

The Organisation: Our client, Imperial College of Medical and Health Sciences, is a registered private tertiary medical training institution based in Thika and regulated by TVETA.

The college is committed to training health and medical courses at certificate & diploma levels and to ensure they do not compromise on quality; they are accredited by all necessary regulatory bodies in Kenya.

The Position: Our client is currently seeking to hire a qualified Call Centre Officer.

Reporting to the Sales & Marketing Manager, the Call Centre Officer will be responsible for handling inbound calls, email and SMS inquiries and provide high quality client service to prospective students, current students, and the general public.

Key Responsibilities:

  • Provide information and advice to prospective or current students, the general public and other agencies
  • Become the first point of contact and share academic programs course structure, availability, general entry requirements, enrolment procedures, schedules/dates/times/fees, location, college services and other general issues.
  • Respond to enquiries by providing information, advice and assistance to individuals via telephone, email, social media and web chat.
  • Maintains an up-to-date knowledge of the training products offered by IHMCS
  • Ensures all inquiring individuals are provided accurate, consistent and timely advice.
  • Redirect incoming calls to other areas and staff as appropriate.
  • Escalate complex issues for resolution as appropriate.
  • Maintain the College’s Customer Relationship System (CRM) database.
  • Provide training and support to colleagues as required.
  • Undertake other duties as directed.

The Candidate

Experience & Education

  • A Bachelor’s degree in Marketing/Communication & Public Relations or any other business course.
  • Minimum of 2-3 years’ experience in a demanding customer support role in a call centre
  • Ability to communicate effectively via a variety of platforms (telephone, email, web chat) with customers and colleagues at all levels.

Technical Competencies

  • Well-developed computer skills, including experience across a variety of Microsoft applications.

Behavioural Competencies

  • Strong Communication & Interpersonal skills
  • Customer focus and adaptability to different personality types
  • Works effectively in a team and independently, under pressure
  • Proven ability to multi-task and prioritize work to achieve required outcomes.
  • Problem-Solving abilities
  • Leadership, and Teamwork
  • Project management and organizational skills

How to Apply:

To apply: Interested and qualified candidates are invited to submit a Curriculum Vitae (CV) with details of relevant experience to no later than 2 December 2022

Applicants MUST include the title of the position (Call Center Officer) in the subject line of the email.

Only shortlisted candidates will be contacted.