Call Centre Trainee/Processor at SALIX Data Africa Ltd

Position: Call Centre Trainee/Processor

Location: Valley Rd, Nairobi, Kenya

Employment Type: Full-time

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Company Overview

SALIX Data Africa Ltd is a renowned small business dedicated to solving complex data challenges for organizations worldwide. Founded in 1999 in Cincinnati, Ohio, USA, by two visionary brothers, the company has grown to serve over 2,500 clients globally. With a strong presence in the technical services industry, SALIX specializes in Intelligent Automation, Business Process Outsourcing, and Litigation Support, making data meaningful for organizations across various sectors.

Job Overview

SALIX Data Africa Ltd are currently seeking a highly talented and versatile individual to join our team as a Call Centre Trainee/Processor. The successful candidate will undergo a 6-week intensive training program within  their Call Centre department, with the potential to graduate and join their esteemed processors in the production department.

Training Phase: Call Centre Trainee (6 Weeks)

During the 6-week training program, the selected candidate will gain in-depth knowledge and hands-on experience in various aspects of call center operations. The training will cover the following areas:

• Product Knowledge: The trainee will develop expertise in tracking insurance for mortgaged houses, understanding the specific requirements and processes involved.
• Staging: Trainees will perform trial tasks to meet the production and quality expectations set by the trainer, ensuring they are prepared for real-world scenarios.
• Mock Calls: Trainees will practice handling calls using scripts, receiving feedback to refine their skills and improve performance.
• Shadowing Sessions: The trainee will actively participate in sessions with experienced processors, observing and learning from their techniques and approaches.
• Client Meetings: Trainees will join meetings with clients to receive assessments and feedback, preparing them for the production phase.
• Team Collaboration: The trainee will complete assigned tasks under the trainer's guidance, working closely with team members to achieve common goals.
• Background Checks: The trainee will participate in HR's background checks process, ensuring timely submission of all necessary paperwork.
• Smartphone Usage: Trainees must maintain a compatible smartphone for easy access to client tools and applications.
• Attendance and Punctuality: Consistent attendance and punctuality are crucial during the training phase, with trainees expected to register check-in using the biometric door access system.
• Other Duties: Any additional tasks assigned by the trainer during the training period will also be part of the trainee's responsibilities.

Post-Training Phase: Processor, Call Centre

Upon successful completion of the training program and subject to passing third-party background checks and client tests, the trainee may graduate to become a Call Centre Processor. The responsibilities of this role include:

• Quality Service: Maintain high-quality service standards in both calls and web interactions, upholding integrity and ethical conduct at all times.
• Task Efficiency: Complete tasks efficiently, avoiding the temptation to select only easy tasks to meet productivity targets. Proactively seek new tasks upon completion.
• Adherence to Procedures: Strictly follow processing procedures as instructed during training and in Quality Control (QC) Audit feedback, ensuring no omissions or errors.
• Feedback and Improvement: Welcome feedback for improvement from both QC and leadership, taking responsibility for any mistakes and actively seeking to grow.
• Coaching and Learning: Learn from coaching sessions to prevent repetitive mistakes, continuously improving performance.
• Communication: Maintain prompt and responsive communication with the immediate supervisor, especially in case of attendance issues. Avoid unexplained absenteeism.
• Shadowing and Training Support: Participate in shadowing sessions to help new trainees understand the call-handling process, allowing them to observe and learn from your experience.
• Meeting Participation: Attend all necessary company and project-related meetings.
• Punctuality: Maintain punctuality in reporting to work, ensuring timely check-in using the biometric door access system.
• Additional Duties: Perform any other duties assigned by the Team Leader as required.

Candidate Requirements

To be considered for the Call Centre Trainee/Processor position, candidates must meet the following qualifications:

• Valid Certificate of Good Conduct/Police Clearance Certificate: Recently acquired within the past 6 months.
• Residence: Candidates must live or be willing to relocate on short notice to one of the following areas for shift drop-off: Zimmerman (along Kamiti road), Kibra, or Kawangware/Kabiria.
• Work Hours: Willingness to work Eastern Standard Time (EST) hours, from 3:00 PM to 1:00 AM, Monday to Friday, including Kenyan public holidays that fall within the week.
• Smartphone: Possession of a smartphone, preferably Android version 12 or above, capable of hosting an app for tool access.
• Typing Speed: Ability to type at least 40 words per minute (wpm) with high accuracy.
• Experience: A minimum of 1 year of experience in a call center or customer service environment.
• Education: Diploma or Degree in Public Relations or a related field.
• Knowledge and Skills:
  • Administration and clerical processes
  • Customer service principles and practices
  • Call center telephony and technology
  • Familiarity with CRM systems and practices
  • Proficiency in relevant computer applications
  • English language proficiency with minimal accent interference
  • Superior listening skills
  • Stress tolerance and resilience
  • Excellent data entry and typing skills
  • Thoroughness and accuracy in task completion
  • Proactive thinking and anticipation of future needs

Equal Opportunity Employer

SALIX Data Africa Ltd is an equal-opportunity employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We appreciate and embrace the diverse perspectives and experiences that each team member brings to our organization.

Application Instructions

In your application, please include the following information:

• Salary Range: Your expected salary range for this position.
• Residence: Your current place of residence and willingness to relocate to any of the specified areas.
• Certificate of Good Conduct: Confirmation of whether you have a valid certificate of good conduct.
• Work Hours: Your ability to work EST hours as outlined in the job description.
• Skills and Experience: A detailed account of the specific skills and experience you bring to the role.

Apply Now

Applications are reviewed on a rolling basis, and only shortlisted candidates will be contacted!