Customer Service Representative Salaries in Kenya

Customer service representatives are people who interact with customers on behalf of an organization. They provide information about products and services, take orders, respond to customer complaints, and process returns.

Customer Service Representative Duties

• Ensure customer satisfaction and provide professional customer support.
• Processing orders, forms, applications, and requests.
• Responding promptly to customer inquiries.
• Acknowledging and resolving customer complaints.
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Providing feedback on the efficiency of the customer service process.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating with customers through various channels.
• Communicating and coordinating with colleagues as necessary.

Educational Qualification

• High school diploma, general education degree or equivalent.
• Client Relationship Systems (CRM) Certificate

Skills

Patience, ability to read customers, attentiveness, time-management, knowledge of product, acting skills, clear communication and ability to use positive language.

Common Customer Service Interview Questions

• Why should we hire you?
• What is good customer service?
• How do you achieve your goals and objectives?
• What have you done to be a better customer service representative?
• What are the top three qualities everyone who works in customer service must have to succeed?
• What would you do if the customer is wrong?
• What have you done at your current company to increase revenues, reduce costs, or save time?
• Tell me about a time that you helped resolve a particularly difficult customer issue.
• What do you know about our products and services?
• What should you do if a customer asks a question you don’t know the answer to?