Customer Service Representative at Solutech Limited

• Monthly check-ins with the clients to check progress and ensure they are satisfied.
• Build trust and act as a point of contact for complaints and escalate issues as appropriate.
• Collaborating with the internal teams to address client needs.
• Setting up new clients and delivering system training
• Ensuring client requests are handled timely and accurately.
• Maintain an up-to-date SOP document for every account.
• Responding to any emails sent by the client
• As an account manager, they are the primary connection between the company and the client

Requirements

• 1+ Years of experience in a similar role, preferably within the tech industry.
• 2+ Years of experience in Customer Service Management, preferably in a Call Center.
• At least a degree in Education, Business, Customer Service or any related field.
• Experience in working with Customer Service management software tools.
• Deep understanding of Service Level Agreements.
• Good leadership, organizational, interpersonal and planning skills.
• Excellent presentation skills.
• Must be able to collaborate in teams.
• Good troubleshooting, technical and multi-tasking skills.
• Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
• Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Must have good time management skills.