Harmony Support BPO Ltd is seeking a qualified and motivated Customer Service Representative – Non-Voice to join its Operations / Customer Service department in Kigali, Rwanda.
The successful candidate will provide professional customer support through written communication channels such as live chat, email, messaging platforms and ticketing systems.
Position Purpose
The Customer Service Representative – Non-Voice will provide professional, efficient and accurate customer support through digital communication channels.
The employee will respond to customer enquiries, resolve issues, process requests and maintain customer satisfaction while following company procedures, quality standards, confidentiality requirements and client instructions.
Key Responsibilities
The successful candidate will:
- Respond promptly and professionally to customer enquiries through non-voice channels.
- Handle customer requests, complaints, questions and escalations through chat, email and ticketing systems.
- Provide accurate information using approved procedures, FAQs, knowledge bases and client instructions.
- Investigate customer issues and provide appropriate solutions within their authority.
- Escalate complex or sensitive matters to the Team Leader, Supervisor or relevant department.
- Accurately record and update customer information in CRM, ticketing and other operational systems.
- Follow approved customer service procedures, scripts, workflows and quality standards.
- Maintain clear, professional and grammatically correct written communication.
- Meet assigned productivity, response-time, quality, attendance and customer-satisfaction targets.
- Maintain strict confidentiality when handling customer, company and client information.
- Follow 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 interacting with customers and colleagues.
- Work 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.
Performance Responsibilities
The employee will be expected to meet the operational Key Performance Indicators (KPIs) applicable to the assigned client or account.
These may include:
- Customer Satisfaction (CSAT)
- Quality Assurance score
- First Response Time
- Average Handling or Resolution Time
- Productivity and ticket/chat volume
- First-Contact Resolution
- Attendance and punctuality
- Adherence to assigned working schedules
- Compliance with procedures and security requirements
Specific KPI targets may be established or amended by management based on client requirements and operational needs.
Academic Qualifications
Applicants should have:
-
- A Bachelor’s Degree from a recognized higher-education institution.
Preferred areas of study include:
- Business Administration
- Management
- Communications
- Marketing
- Information Technology
- Languages
- Hospitality
- Social Sciences
- Other relevant fields
Experience
Previous experience in any of the following areas is preferred:
- Customer service
- Business Process Outsourcing (BPO)
- Call centre operations
- Back-office operations
- Online customer support
- Similar customer-facing or support roles
Fresh graduates may also be considered if they demonstrate strong communication, computer and customer-service skills.
Required Skills and Competencies
Applicants should demonstrate:
- 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.
- A customer-oriented approach.
- Problem-solving and analytical abilities.
- 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 levels of confidentiality and integrity.
Knowledge of Kinyarwanda, French or other relevant languages may be an advantage depending on the assigned client or account.
Working Conditions
The position may operate on a 24/7 operational basis, depending on client requirements.
The successful candidate may therefore be required to work:
- Day shifts
- Evening shifts
- Night shifts
- Weekends
- Public holidays
- Rotating schedules
Working hours, rest periods, weekly rest days and overtime will be managed in accordance with the employment contract, company policies and applicable Rwanda labour legislation.
Confidentiality and Data Protection
The employee will be required to maintain strict confidentiality regarding all customer, client and company information accessed during employment.
Confidential information must not be copied, disclosed, transferred, misused or retained except where authorized for legitimate business purposes.
Any breach of confidentiality, information security or company/client procedures may result in disciplinary action in accordance with applicable company policies and Rwanda law.
Reporting
The Customer Service Representative will report directly to the designated Team Leader or Operations Supervisor and will be expected to comply with reasonable and lawful instructions issued by management.
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