Customer Service Representative – Non-Voice

Harmony Support is a business process outsourcing (BPO) and customer experience partner that designs and manages customized support operations for growing companies.

• Respond professionally and promptly to customer enquiries through non-voice communication channels.
• Handle customer requests, complaints, questions and escalations through chat, email and ticketing systems.
• Provide accurate information in accordance with approved procedures, FAQs, knowledge bases and client instructions.
• Investigate customer issues and provide appropriate solutions within the employee’s authority.
• Escalate complex or sensitive matters to the Team Leader, Supervisor or appropriate department.
• Record and update customer information accurately in CRM, ticketing and other operational systems.
• Follow approved customer service procedures, scripts, workflows and quality standards.
• Maintain professional, clear and grammatically correct written communication.
• Meet assigned productivity, response-time, quality, attendance and customer-satisfaction targets.
• Handle customer, Company and client information with strict confidentiality.
• Comply with information-security, data-protection, access-control and other Company procedures.
• Identify recurring customer problems and report them to the appropriate supervisor.
• Participate in training, coaching, quality-assurance sessions and performance reviews.
• Maintain professional conduct and a positive attitude when dealing with customers and colleagues.
• Work according to assigned shifts, including evening, night, weekend and public-holiday shifts where required.
• Perform other reasonable duties related to customer service and BPO operations as assigned by management.

Minimum Academic Qualification:

• Bachelor’s Degree from a recognised higher-education institution.

Preferred fields include Business Administration, Management, Communications, Marketing, Information Technology, Languages, Hospitality, Social Sciences, or another relevant field.

EXPERIENCE

Previous experience in customer service, BPO, call centre, back-office operations, online support or a similar position is preferred.

Fresh graduates may be considered where they demonstrate strong communication, computer and customer-service skills.

• Excellent written communication skills.
• Strong English-language proficiency.
• Good computer literacy and ability to work with multiple systems simultaneously.
• Good typing speed and accuracy.
• Strong attention to detail.
• Customer-oriented approach.
• Problem-solving and analytical skills.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Professional and respectful communication.
• Ability to learn new software, processes and client procedures quickly.
• High level of confidentiality and integrity.

Knowledge of Kinyarwanda,French or other relevant languages may be considered an advantage depending on the assigned client/account.