Hotpoint Appliances Ltd Customer Service Agent Jobs in Kenya;Handle inbound and outbound calls, engage customers via social media (especially WhatsApp for Business), and ensure consistent, professional brand presence across digital and verbal channels. Actively listen to customer needs and provide helpful solutions.Job Responsibilities & AccountabilitiesCall Centre Support
Hotpoint Appliances Ltd Customer Service Agent Jobs in Kenya;
Job Responsibilities & Accountabilities
Call Centre Support
Promptly answer inbound calls regarding sales inquiries, product purchases, promotions, and service centre queries.
Manage and transfer internal calls to ensure queries reach the correct personnel.
Assist warehouse team by managing online customer queries after hours.
Handle dissatisfied customers with empathy and professional conflictresolution techniques.
Execute outbound followup calls to resolve customer issues and close pending inquiries.
Stay updated on company offerings to provide accurate information.WhatsApp Engagement & Social Media
WhatsApp Engagement & Social Media
Manage WhatsApp Business line, responding to inquiries, orders, promotions, and general questions.
Monitor and respond to comments, messages, and reviews across social media channels.
Track mentions, sentiment, and engagement metrics; compile weekly performance reports.
Escalate unresolved or sensitive complaints to Call Centre Supervisor/Marketing team.Qualifications & Skills
Qualifications & Skills
Diploma in Sales, Marketing, Customer Care, or equivalent.
Customer service training or exposure in a call centre environment an added (adsbygoogle=window.adsbygoogle||[]).push({});advantage.Experience
Experience
Minimum 1 year in a busy call centre.
Friendly personality with strong phone and verbal communication skills.
Familiarity with CRM systems and practices.
Customer focus and adaptability to different personality types.
Ability to multitask, set priorities, and manage time effectively.Technical & Soft Skills
Technical & Soft Skills
Excellent communication (verbal and written).
Strong interpersonal and negotiation skills.
Business sense and decisionmaking ability.
Analytical skills, integrity, responsiveness, and high commitment.Other Behaviours Critical for the Role
Other Behaviours Critical for the Role
Patience and tolerance.
Ability to work with minimal supervision.