Job Description
– To work for the Institution to promote customer care;
– To work for the Institution to help customers to resolve their queries;
– To develop rapport with the customer base, greet by name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude;
– To work for an organization to promote business;
– To answer to the queries of the customers in an ethical and informative way;
– To give appropriate and relevant information to the customers;
– To maintain a position of trust and responsibility by keeping all customer organization confidential;
– To update any requests made by the citizens into the system to complete the task;
– Self-motivation to increase knowledge and skills by in-house trainings and seminars;
– Have complete knowledge of services rendered, and complete line products, taking responsibility to stay update and ask for assistance to acquire latest developments;
– Answer confidently or find appropriate solutions to customers’ problems;
– To initiate conversation to uncover customers’ needs;
– To communicate clearly and effectively with customers;
– To promote teamwork in the institution;
– To promote good listening skills; to receive incoming “courier”;
– To recognizing and managing assertive customer calls;
– To resolve problems efficiently and professionally;
– To initiate conversation to uncover customers’ needs;
– To respond citizen does needs, as well as question guests to obtain full understand of what information is being requested;
– To provide quality customer service to customer
– Any other duties assgined by the superior in line with the job
Minimum Qualifications
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Bachelor’s Degree in International Relations
0 Year of relevant experience
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Bachelor’s Degree in Communication
0 Year of relevant experience
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Bachelor’s Degree in Public Relations
0 Year of relevant experience
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Bachelor’s degree in Linguistics and Literature
0 Year of relevant experience
Competency and Key Technical Skills
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Integrity
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Strong critical thinking skills and excellent problem solving skills.
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Inclusiveness
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Accountability
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Communication
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Teamwork
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Client/citizen focus
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Professionalism
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Commitment to continuous learning
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Communication skills
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Collaboration and team working skills
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Time management skills
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Good understanding of basic computer skills and the ability to learn how to use proprietary software quickly.
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• Fluent in Kinyarwanda and English. Knowledge of French will be an added advantage
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Computer Skills
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Delivering a great service and fast service
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Ability to really listen to customers
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Knowledge of the Product the institution offer to different clients
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Ability to handle surprises
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Willingness to learn
