Customer Support Intern

About the Customer Care Internship

We’re seeking a personable, computer savvy, customer service oriented individual to join our team as a customer care intern. He/she will be primarily trained as a Call Center Representative. As the primary link between our company and both current and potential clients, you’ll be trained and then made responsible for providing top-notch assistance to those reaching out to us over the phone.

In addition to having excellent customer service skills, you’ll also need to be detail-oriented and able to find solutions in a timely, efficient manner. A high level of computer skills is necessary to quickly document calls, and navigate company platforms to find solutions.

Responsibilities

• Handle inbound and outbound client calls in a timely manner

• Follow company’s call center scripts

• Respond to customer needs efficiently and accurately, whether troubleshooting a problem, fielding a complaint, or assisting with other issues

• Work with the client to verify or clarify information

• Diffuse angry or upset clients as needed

• Build relationships with customers based on trust and reliability

• Record all conversations in CRM software, leaving accurate notes and saving contacts, leads and deals as needed.

• Make sales or recommend additional services and products to customers

• Attend all necessary training as needed

• Seek training to grow in position and become a future sales manager in the company.

Requirements

• Bachelor Degree obtained or ongoing study preferred

• A proactive nature that seeks to see tasks handled on time and issues resolved promptly

• Exceptional customer service skills

• Excellent organizational and multitasking skills

• Superb verbal communication skills

• Extreme proficiency with computers, particularly CRM software and Microsoft Office Suite

• Quick and accurate typing skills

• Strong critical thinking and decision making skills

• Trilingual speakers preferred (three of the following languages: Kinyarwanda, English, French, Swahili

Compensation

• This is an internship and not a salaried position.

• Interns at Water Access Rwanda are given a facilitation of RWF 125,000/month to assist with transport to and from work and other needs that may come up.