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 mohamed@evernet.co.ke before 7 th April 2023 .
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