Customer Support Agent – Nairobi (On site)

Social Discovery Group is the world's largest group of social discovery companies which unites more than 50 brands . For more than 20 years, we have been creating premium international dating services and social discovery apps with a focus on video streaming, AI technologies, entertainment, and game mechanics. Our product portfolio includes Dating.com, Cupid Media, Dil Mil, and many others. The products are already used by more than 500 million users in 150 countries around the world.

SDG Invests in social discovery technology startups around the world. Our Investments include Open AI, Patreon, Flo, Wildly, RAW, EVA AI, Clubhouse, Magnet, Tubit, Woebot, BamBam, Flure, Astry , Coursera, Academia, Harbour, Space, Auto1, DocSend, AppAnnie, Rapyd, Boom Supersonic, Trading, View, K-Health and many others.

We solve the problem of loneliness, isolation, and disconnection with the help of digital reality.

Our digital nomad team of more than 800 professionals works all over the world. Our international team of like-minded people and professionals solves ambitious daily tasks and creates truly global products. We value focusing on results, a proactive approach, and we are always looking for new and unconventional ideas.

Our teams of digital nomads live and work remotely from Cyprus, Malta, the USA, Thailand, Indonesia, Hong Kong, Australia, Poland, Israel, Türkiye, Latvia and many others.

We are looking for a Customer Support Agent – Nairobi (On site).

Your main tasks will be:

• Resolving issues and troubleshooting technical problems
• Identify customer failed payment issues and help them make a successful
  payment
• Verify and replicate any issues that customers complain about by using
  registered test accounts and examining evidence.
• Report any server errors or service degradation on the website to the
  supervisor or the relevant department.
• Proactively engaging in active listening with customers and providing a
  proactive customer outreach
• Collecting and analyzing customer feedback, identifying any customer
  related pain points and escalating feedback to the appropriate channels or
  persons.
• Up-sell and cross-sell products across our brands and external partners.

We expect from you:

• K.C.S.E Minimum of a B-
• Bachelor’s Degree in any field with a 2nd class honours upper/2 years equivalent experience in customer Support. Call centre experience
  is an added advantage.
• An exceptional level of computer literacy, especially in MS office
• Positive, service-oriented attitude.
• Attention to detail-Job requires being careful and thorough in
  completing tasks.
• Excellent written and verbal communication skills.
• Ability to de-escalate, solve problems, alleviate conflicts, and escalate
  tactfully
• A quick learner and have the ability to absorb large volumes of information.
• Ability to thrive in a fast-paced and high-pressure environment.
• Organizational skills with the ability to manage numerous projects
  and priorities at once.
• Excellent work ethic (Reliable, motivated, time management)
• Ready to work in the dating sphere.

Sounds good? Join us now!