Job Description
Job Group: J
Reference Number: BCPSB/24/2023
Job Details/Description
Duties and responsibilities
Manage inbound and outbound calls
Develop and follow various communication scripts when speaking to clients on specific areas;
Handle daily customer engagement;
Identify customer needs , answer questions and solve problems according to defined criteria;
Operationalize the Customer Relationship Management (CRM) systems;
Handle interaction and provide conversation logs and storing customer data for future reference
and history of interactions with contact center;
Implement work flow management for staff leave;
Develop and implement county knowledge base across all departments;
Escalate identified customer requests to the department customer service representative ;
Undertake compliance monitoring on communication etiquette;
Troubleshoot and repair of hardware, operating systems Applications;
Enhance office IT system through appropriate upgrades and advise the contact center unit on
changes or improvements required;
Install and support ICT hardware and software.
Requirements for the appointment
Bachelor of Science in Information technology, information systems /science ,Computer Science ,
Communication & Public relations or related field and or relevant qualification from a
recognized institution;
Shown merit and ability as reflected in work performance and results
One year experience in the field.