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
Integrity
Strong critical thinking skills and excellent problem solving skills.
Inclusiveness
Accountability
Communication
Teamwork
Client/citizen focus
Professionalism
Commitment to continuous learning
Communication skills
Collaboration and team working skills
Time management skills
Good understanding of basic computer skills and the ability to learn how to use proprietary software quickly.
• Fluent in Kinyarwanda and English. Knowledge of French will be an added advantage
Computer Skills
Delivering a great service and fast service
Ability to really listen to customers
Knowledge of the Product the institution offer to different clients
Ability to handle surprises
Willingness to learn
