Contact Center Customer Service Representative Job in Kenya

Job Vacancy: Customer Service Representative
Reporting to: Team Leader
Position Summary:- The Customer Service Representative is required to understand and resolve customer’s queries on product, service and account problems in a courteous and professional way in order to ensure customers’ satisfaction and thereby meeting the service levels.
Key competencies and attributes:

• 1- 2 Years experience in a Call Center is a pre requisite
• Excellent telephone etiquette
• Great communication skills
• Outstanding customer service skills
• Should be customer service oriented with a focus on meeting the needs of the customer first
• Must be a computer literate with exceptional computer skills
• Good problem solving skills with ability to handle complaints in a polite; empathetic and professional manner
• Great listening and influencing skills
• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
• Maintains a positive attitude and enthusiasm when faced with routine work
• Dynamic and energized individual.
• Ability to multi task
• Maintains high levels of integrity and confidentiality of client information.
• Must be a critical thinker

Duties and Responsibilities:-

• Attract potential customers by answering product or service questions, and suggesting information about other products and services.
• Receive incoming calls and provide general and technical support to customers on all products
• Maintain customer experience levels within the stipulated quality standards.
• Quickly understand the customer’s needs and providing the best resoultion.
• Conduct Happy Calls and Customer Satisfaction Survey calls
• Collect, confirm and update client information on CRM.
• Record and follow up on general queries and complaints
• Conduct a predetermined number of CSAT surveys
• Handle complaints in a polite and professional manner.
• Understand and adhere to the escalation process.
• Research required information using available resources.
• Handle online customer support if required (Emails, chat, blogs etc.)

Knowledge and Skills:

• Tertiary education; holders of Bachelor’s degree will have an added advantage.
• Fluent in the English and Swahili Language (neutral and clear accent)
• Proficient in MS Office Suite.
• Previous experience in a technical background will be an added advantage
• Must possess a Valid Certificate of Good Conduct

Interested and qualified candidates should send in their resumes to recruitmentoperations.hr@gmail.com clearly indicating the position in the subject line

EGPAF Laboratory Program Officer (Lodwar) and Communication Project Officer (Nyanza) Jobs in Kenya

The Elizabeth Glaser Pediatric AIDS Foundation is a global leader in the fight against pediatric HIV and AIDS. 

We are working in 15 countries around the world to provide HIV prevention, care, and treatment services for children, women, and families—with a mission to eliminate pediatric AIDS.
 

EGPAF in Kenya is currently looking to recruit for the following 2 positions:
 

1. Program Officer, Laboratory - Lodwar
 

Reporting to the Senior Technical Advisor, you will support establishment and expansion of quality laboratory services especially improved access to laboratory diagnosis and monitoring through CD4 testing, TB testing and Early Infant Diagnosis to support provision of quality integrated HIV prevention, HIV counselling and testing, care and treatment services within the Ministry of Health, Private and Faith Based Sector health facilities in Turkana County.
 

You will provide day to day contact with DMLT, DHMT, point of care laboratory technicians and technologists and Field officers based in districts and facility level – providing technical assistance and capacity building to establish, strengthen and expand a laboratory network. 

You will provide oversight to ensure that access to laboratory services is improved and maintained.
 

To be successful in this role

• You will be a holder of degree in Medical Laboratory and Higher National Diploma in Laboratory training
• You will have a minimum of 5 years proven experience in HIV laboratory work
• Be registered with KMLTTB.
• In addition, demonstrated supervisory skills and program management experience will be an added advantage.
• Experience in working with USAID/CDC will also be a requirement.

2. Project Officer, Communication and outreach - Nyanza
 

Reporting to the Project Director, you will support the Maisha project in communication and education initiatives that build awareness towards elimination of pediatric HIV and keeping mothers alive as well as advocacy with key partners and stakeholders.
 

You will design, implement and evaluate communication, advocacy and outreach initiatives to support elimination of pediatric HIV, increase public awareness of and demand for prevention of mother-to-child transmission of HIV and paediatric HIV/AIDS care and treatment services and create awareness among policy makers opinion leaders, the media, civil society organizations and the public about pediatric AIDS issues.
 

You will advocate for adoption of the eMTCT framework at various MOH level and among partners as well as for sustainability of actions towards elimination of pediatric HIV.
 

You will monitor the implementation of the policies and guidelines with a view tracking policy implementation around elimination of pediatric HIV, document and disseminate progress toward elimination of new pediatric HIV infections, and document eMTCT programme success stories and share these with partners at the local and national levels through various mediums

To be successful in this role

• You will be a holder of bachelor’s degree in relevant field such as humanities or social sciences with 4 years’ experience in communication, outreach and advocacy programs.
• You will have experience in public health policy and technical activities at the district and community levels.
• Experience in working with government, opinion leaders and civil society in addition to managing people driven processes and advocacy cycle will be added advantage.
• Excellent analytical, research and writing skills are a requirement.

If you believe you are the candidate we are looking for, please submit your application attaching current resume’ to: kenyarecruitment@pedaids.org .
 

The closing date is 14 September, 2012
 

Only short listed candidates will be contacted