Digital Customer Service
PREPARE TO BEGIN A CAREER IN THE DIGITAL CUSTOMER SERVICE INDUSTRY
Launch your future as a Digital Customer Service Agent! During our hands-on, 6-weeks online learning program, you will master the technical and soft skills you need for the job. We have already lined up employers who will interview you for jobs upon completion of the training program. We will provide you support and mentorship to guide you through the program and beyond.
Program Length
6 weeksMonday to Friday, 9am-3.30pm, ONLINE
Skills Earned
Technical Skills
We'll help you learn the technical skills with lots of hands-on, interactive sessions. By the end, you will go through:
- Introduction to the digital customer service agent role and professional expectations
- Identifying and resolving customer issues
- Proper phone etiquette while interacting with customers
- Strategies to retain knowledge of companies’ product
- Carrying out multiple tasks at the same time while maintaining expected quality of work
- Typing drills to increase words typed per minute
- How to deploy sales tactics to close a sale
- How to identify stress and use stress reduction techniques to stay calm in high pressure situations
Behaviour & Mindsets
In every job, there are key skills that will help you be successful. We'll help you acquire the following skills:
- Growth mindset: patience in making first sales, ability to overcome challenges
- Persistence: Not giving up in the face of challenges e.g. meeting targets.
- Personal Responsibility: Taking ownership and meeting commitments without making excuses.
- Customer Focus: Identifying customer needs in order to deliver a great customer experience.
A Few Simple Steps
- 15 minutes 1
Apply
Apply online by finding a program in your area using the tool below. We will get back to you 1-2 days after your application.
- 15 minutes 2
Information session
During this session you will get an opportunity to learn more about Generation and our programs. We will also go over the program requirements, times and dates of class.
- 1 hour 3
Screening
Generation wants to support you and connect you to resources that will help you focus on learning. We will use this time to learn more about you, also ascertaining that you are the right candidate for the program.
- 1 hour 4
Reality talk
This session will provide you with an opportunity to learn more about the training you will be undergoing, with respect to the daily schedule, class rules, what we expect from you and what you can expect from us. We will also go over what you can expect after your training is completed. It is during this session that you get to interact with our trainers, alumni and potential employer partners.
- 5
Class begins!
Every day, you'll learn new skills to help you advance your career through our intensive and practical training. You will receive a mentor to walk with you the student journey and remain with you after you complete your training.
- 6
Graduation
Celebrate your success with family and friends! You will then receive a certificate as you join our ever-growing alumni community. You are also guaranteed an interview opportunity with one of our employer partners within 90 days of training completion.
”The programme’s ehavioral and mindset skills training is very useful. I learned about growth mindsets and persistence. I have been able to apply these skills in my current workplace by not giving up when faced with challenges, embracing my failures, learning from them, and using the feedback for self-improvement.”
Requirements
- 22-35 years old
- The overall mean grade of C-, and a C- in English
- Available at least 6 hours a day for online learning
- Able to complete online classes and assignments as required
- Comfortable with making 150 calls a day
- Comfortable with shift work, sometimes working long and late-night shifts
- Will accept minimum salary of Ksh 15,000 plus commission
Locations
- Umoja-Kayole
- Githurai / Zimmerman Thika Road
What your journey will look like
- 1
Step 1
Complete an application. - 2
Step 2
Complete Generation's orientation process with Generation staff. Together, we'll make sure you're ready to begin class with the resources you need to succeed. - 3
Step 3
Begin your training. Complete all assigned homework and come to class each day ready to learn and engage with your cohort and your instructor.
- 4
Step 4
As training progresses, you'll work with the Generation team on mock interviews and perfecting your resume. - 5
Step 5
Graduate and celebrate your achievement with your friends and family. - 6
Step 6
Continue to advance your career in the retail or service industry. Share your successes with the Generation team and stay connected with Generation.
How we prepare you
In a world of job training programs, Generation takes a different approach to help you succeed. Generation instructors and mentors get to know each student and are there with resources, tools, and information if a student encounters a barrier.
Coaching
The instructors and mentors at Generation aren't just teachers, they're coaches who stand by their students through successes and challenges.
Resume Building
The right resume can open the door to new career opportunities. Generation students learn how to create a resume that showcases their skills and experiences.
Interview Rehearsal
By conducting mock interviews, then providing real-time feedback and coaching, the Generation team ensures that all graduates feel confident and prepared to interview.
Ongoing Support
After graduation, mentors and instructors continue to check in with alums, providing support with the job search and advice for continued success.
Ongoing benefits of Generation
A Trusted Network
Continued contact with the Generation graduate network
Events
Events and workshops to help you keep growing
Give Back
Become a mentor to help others
Support
Troubleshoot your job challenges
