As a Call Center Agent at ITM Kenya Ltd, you will be responsible for receiving, analyzing, and processing customer requests via various communication channels, including email, digital platforms, telephone, and physical reception. You will play a critical role in ensuring the compliance of files relating to FERI, FERE, and ADC procedures before they are transmitted for final validation.
Responsibilities
Receive and handle customer requests across all available communication channels.
Verify the presence and compliance of mandatory documents for FERI, FERE, and ADC files.
Identify missing documentation and follow up with customers to obtain necessary information.
Create and accurately populate information sheets for FERI, FERE, and ADC processes.
Ensure the traceability of all requests within the SYGREM system.
Transmit complete files to the data entry officer for certified copying to the controller.
Adhere to internal processing times and procedural guidelines.
Maintain high-quality customer service standards and ensure user satisfaction.
Ensure the total confidentiality of all processed information.
Requirements
Technical Skills
Proficiency in Microsoft Office tools and CRM platforms.
Knowledge of administrative procedures related to FERI, FERE, and ADC files (or the ability to learn quickly).
Excellent written and oral communication skills in English (Swahili and French are an added advantage).
Strong ability to analyze and verify administrative documentation.
Proficiency in priority management and meeting deadlines.
Behavioural Skills
Customer service and results-oriented mindset.
Rigor and attention to detail.
Strong interpersonal and active listening skills.
Responsiveness and proactivity.
Ability to work under pressure and in a team environment.
Integrity and confidentiality.
Education and Experience
Minimum Bac +2 (Diploma) in Administration, Management, Communication, or a related field.
A minimum of 1 to 2 years of experience in a call center, customer service, or administrative file management.
Experience in a regulatory or logistics environment in Kenya is a significant asset.
How to Apply
Interested and qualified candidates should apply online through the ITM Africa talent portal at: https://www.myjobmag.co.ke/apply-now/1211338. Ensure your profile is complete before submission.
How to Apply
Interested and qualified candidates should apply online through the ITM Africa talent portal by visiting the application link: https://www.myjobmag.co.ke/apply-now/1211338. Use the 'Apply Now' button on the page to submit your details.