Customer Service Jobs In Kenya.

Title:  Customer Support specialist,

Industry: Telecommunication,

Location: Nairobi,

Our client is a leading internet service providing company. They are looking to hire a Customer Support Specialist to assist their customers with technical problems when using their services. Your responsibilities as a Customer Support Specialist responsibility will include resolving customer queries, recommending solutions and guiding product users through features and functionalities .

Key Responsibilities

• Identify customer needs and help customers use specific features of the services we offer.
• Analyse and report service malfunctions and repeatedly complain of service failure.
• Update our internal databases with information about technical issues and useful discussions with customers about their experience.
• Monitor customer complaints on WhatsApp and texts and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
•  Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved on time.
• Gather customer feedback and share with our Product, Sales and Marketing teams as well as management.
• Maintain client records related to invoicing and bill payment. All amounts due for each client every month. This should tally with their chosen package in the ERP.
• Assist in training junior Customer Support Representatives.
•  Create and provide a prioritized list of clients to be invoiced every end of month to the finance team.
• Draft and distribute monthly reports of invoicing and billing metrics for all clients.

Key Skill and Qualifications

• BSc in Information Technology or relevant diploma.
• Minimum of 1 year Experience as a Customer Support Specialist or similar CS role.
• Experience using help desk software and remote support tools.
• Familiarity with a similar industry is a plus.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• Excellent communication in English and Swahili.
• Preferred age 24-30 Years

How to Apply

If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject ( Customer Support specialist ) to [email protected] before 7 th April 2023 .

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