JOB POST
Contact Center Support Agent (CSA).
Company: WEC Outsourcing.
Location: Makuza Peace Plaza, 8th Floor, Block B.
Company: WEC Outsourcing.
Location: Makuza Peace Plaza, 8th Floor, Block B.
WEC is a dynamic organization offering a wide range of services in educational support activities, outsourcing services, and insurance support services. We are seeking a versatile Contact Center Support Agent (CSA) to join our team and contribute to the success of our various service lines. The Agent will handle inbound and outbound calls and chats, conduct lead research and qualification, create engaging content, write emails, and enhance our social media presence across all service categories.
Inbound and Outbound Calls: You will handle inbound and outbound calls across WEC's three service categories: educational support activities, outsourcing services, and insurance support services.
Responding to Chat Inquiries: Engage with customers via chat channels to address inquiries, provide assistance, and resolve issues promptly and professionally.
Providing Product or Service Information: During chat interactions, offer accurate and up-todate information about products, services, pricing, promotions, and policies to customers.
Handling Customer Complaints: Listen actively to customer concerns, empathize with their frustrations, and work towards resolving complaints or escalations to achieve a satisfactory outcome.
Maintaining Chat Etiquette: You will be professional and courteous during chat interactions. Use proper grammar, spelling, and tone of voice to convey empathy and build rapport with customers
Leads Generation: Conduct leads research to identify potential clients and qualify leads based on specific criteria for each service category. Collaborate with all teams across all service categories to develop lead generation, conversion, and retention strategies.
Content Moderation: Create compelling content tailored to each service category for various communication channels, including websites, social media, emails, and promotional materials.
Emails Writing: Write clear and concise emails to follow up with leads, provide additional information, and nurture relationships with prospective clients in all service areas.
Social Media Boosting: Boost social media connections across all service categories by engaging with followers, responding to comments and messages, and sharing relevant content to increase brand awareness and drive engagement.
Leads Tracking and Follow–Up: Track leads, monitor interactions, and generate reports on performance metrics for each service category.
Continuous Learning and Upskilling: Stay current with industry trends, best practices, and emerging technologies relevant to each service category to improve contact center operations and customer engagement strategies continuously.
Passing two English Tests: You must score B2 Level (75%) or above at the end of these English tests. This is a mandatory requirement, and you cannot proceed further if you score below B2 Level (75%). Excellent verbal and written communication skills, with the ability to engage and interact effectively with diverse audiences across all service categories.
Experience: Proven experience in contact center management, customer service, or sales roles, preferably in the education, outsourcing, or insurance industry. (Fresh High School graduates who have all the required skills are encouraged to apply).
Attention to Detail: Paying attention to detail is crucial for accurately capturing customer information, documenting interactions, and ensuring data integrity in customer records.
Ability to Multitask: Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities in a fast-paced environment. Contact Center Support Agent (CSA)s often handle numerous customer interactions simultaneously, requiring prioritizing tasks, managing time effectively, and remaining calm under pressure while maintaining quality and accuracy.
Creativity and Innovation: Demonstrated creativity and innovation in content creation and social media engagement across all service categories.
Problem-Solving Abilities: Contact Center Support Agent (CSA)s encounter a variety of inquiries, complaints, and issues from customers, requiring strong problem-solving skills to identify root causes, explore solutions, and resolve issues effectively and efficiently.
Achieving Target: Contact Center Support Agent (CSA)s must have a results-oriented mindset focusing on achieving targets and driving positive outcomes across all service categories.
Adaptability and Flexibility: The ability to adapt to changing priorities and the willingness to take on new challenges across all service categories.
Exciting work challenge.
Career advancement opportunity.
Training development opportunities.
Best medical insurance accepted by all best Hospitals in Rwanda (RAMA/RSSB).
Performance-based promotions.
Flexibility to work in shifts.
Best Performance Incentives in addition to the net salary. The net salary can’t be affected negatively for this position. It remains the same or increased in case of promotion.
This is an entry-level job. However, based on the performance and quality assurance report, jumping to intermediate levels is possible after the probation period.
For internal recruitment, the applicant will remain at his/her actual level or go to the advanced level based on performance.