2,735 Client Advocacy jobs in Kenya

Job Description
Customer Success Manager

Summary
This position is based in Bangalore, India or Pune, India and offers a
Hybrid work model
.

Hexagon's Manufacturing Intelligence division is part of Hexagon – the global leader in measurement technologies. We empower manufacturers to develop disruptive technologies and life-changing products through design, simulation, and data-driven innovation. Our solutions bridge the physical and digital worlds, helping industries operate more efficiently and sustainably. Hexagon Design & Engineering software sits at the leading edge of production innovation making it possible to produce things that were previously unthinkable by entirely rethinking both products and production through design, materials, manufacturing and process innovation. By harnessing the power of data and technology our tools unlock new avenues for exploration and provide extra lift to the creative process

Job Responsibilities
The Customer Success Manager (CSM) will serve as the primary point of contact for customers, ensuring they derive maximum value from our solutions. By fostering strong customer relationships, the CSM will drive retention, expansion, and overall customer satisfaction. This role demands a proactive, results-driven professional passionate about customer success and simulation software technology.

Customer Relationship Management

• Act as the main point of contact for a portfolio of customers throughout their lifecycle.
• Develop and maintain strong relationships with key stakeholders to understand their needs, goals, and challenges.
• Serve as a trusted advisor, providing best practices and strategic guidance to maximize product adoption and value.
• Onboarding and Adoption
• Lead customer onboarding processes, ensuring smooth implementation and early success with the platform.
• Create and deliver training sessions tailored to customer requirements to drive adoption and engagement.

Retention and Growth

• Monitor customer health metrics and proactively address potential issues to reduce churn.
• Identify and execute upsell or cross-sell opportunities in collaboration with the sales team.
• Conduct regular business reviews to align on goals, performance, and success metrics.

Feedback and Advocacy

• Gather customer feedback to influence product development and roadmap decisions.
• Act as the voice of the customer within the organization to ensure continuous improvement.
• Identify and cultivate customer advocates for case studies, testimonials, and referrals.

Collaboration and Reporting

• Work cross-functionally with sales, support, product, and marketing teams to deliver a seamless customer experience.
• Maintain accurate records of customer interactions and activities in CRM systems.
• Provide regular reports on customer success metrics, challenges, and opportunities to leadership.

Qualifications

• Education and Experience
• Minimum 3 years experience in simulation software / CAE Tools
• Bachelor's degree in business, communications, or a related field (or equivalent experience).
• 3+ years of experience in a customer success, account management, or similar role in a software or technology company.

Core Competencies

• Strong customer-centric mindset with excellent interpersonal and communication skills.
• Proven ability to build and maintain strong relationships with diverse stakeholders.
• Analytical and problem-solving skills with a knack for understanding customer data and trends.
• Ability to manage multiple customers and priorities simultaneously in a fast-paced environment.
• Familiarity with a variety of software business models and customer success metrics (e.g., NRR, churn, CSAT).

Technical Skills

• Proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
• Solid understanding of software applications and technology landscapes.
• Comfortable delivering virtual and in-person presentations and training sessions.

Key Performance Indicators (KPIs)

• Customer retention rate and churn reduction.
• Net revenue retention (NRR) growth.
• Customer satisfaction and Net Promoter Score (NPS).
• Product adoption and usage metrics.
• Success in upsell and cross-sell opportunities.

Explore Life at Hexagon
At Hexagon, you will be part of a global leader driving innovation in design, simulation, and smart manufacturing. You will collaborate with a diverse, international team that values creativity, customer focus, and sustainable innovation, while accessing opportunities for professional growth, training, and career advancement within Hexagon's global network. We offer competitive compensation and benefits aligned to the India market.

Explore Life at Hexagon: At Hexagon, we're empowering an autonomous, sustainable future through innovation in manufacturing intelligence, simulation, and automation. Get to know our teams, our culture, and our technology through our social media channels:

Instagram: @hexagon_mi | @hexagon_ab

LinkedIn: Hexagon Manufacturing Intelligence

YouTube: Hexagon MI | Hexagon AB

Twitter/X: @HexagonMI | @HexagonAB

Facebook: Hexagon Manufacturing Intelligence.

Learn more at and get inspired by how we shape smart change across industries.

Apply now

Hexagon posts all official job opportunities on either careers- or and communicates only from email addresses ending in We never request payment or personal banking information during recruitment. No offers will ever be extended without a proper interview via Teams or in person, never done over email alone. If you suspect fraud, it probably is, and contact us

We're Expanding to Nakuru Join Our Team as a CC (Customer Care) Representative

Location:
Nakuru, Kenya

Company:
iClear Wellife Service Limited

About Us

At iClear Wellife Service Limited
, we're redefining how homes and offices across Kenya access clean and purified drinking water.

Our mission is simple — to make safe, healthy, and reliable water accessible to everyone through
innovative purification systems
and
exceptional customer care
.

As part of our exciting expansion, we're opening a
new branch in Nakuru
— and we're looking for passionate and motivated
CC (Customer Care) Representative
to join our growing team.

Role Overview

The CC
will play a key role in supporting customers, promoting our products, and driving sales at our new Nakuru branch.

If you're a strong communicator, sales-driven, and enjoy helping people find the right solutions, this opportunity is for you.

Key Responsibilities

Serve as the first point of contact for customers with professionalism and warmth.

Promote and sell iClear water purification products to achieve set sales targets.

Build lasting customer relationships through follow-ups and after-sales support.

Handle customer inquiries, resolve issues promptly, and ensure satisfaction.

Support branch marketing activations and community engagement activities.

Maintain accurate sales and customer care records.

Work closely with technical and operations teams to ensure efficient service delivery.

Qualifications & Skills

Diploma or Bachelor's degree in Business, Marketing, Customer Service, or related field.

1–2 years of experience in customer care and sales (experience in water or home appliance products is an advantage).

Excellent communication and interpersonal skills.

Strong sales and negotiation abilities.

Self-motivated, proactive, and target-driven.

Fluent in English and Kiswahili.

What We Offer

Competitive base salary plus performance-based incentives.

Training and mentorship during branch setup and operations.

Career growth opportunities in a fast-growing company.

A collaborative and supportive work culture.

Be part of our journey as we bring clean, safe water closer to Nakuru homes and businesses

How to Apply:

Send your CV and a short cover letter to

Use the subject line: "CC Representative – Nakuru Branch"

Kenya
*About Influx *
Hi, we're Influx We are a rapidly growing, profitable tech startup that provides 24/7 on-demand customer support for brands and tech companies around the globe. With a team of over 1,000 people operating worldwide, we're a truly international company with a head office in Australia.

About The Role
We're looking for an enthusiastic and quick-to-learn Customer Support Agent to join our team in Kenya. In this role, you will be the first point of contact for our clients' customers, helping them with their questions and problems.

This is a great opportunity for anyone, from fresh graduates to experienced professionals, who is eager to learn and grow in a fast-paced tech environment.

*What You'll Do *

• Diagnose and solve customer problems effectively and empathetically.
• Communicate clearly and effectively with customers via email and chat.
• Collaborate with your peers and manager to ensure seamless support.
• Contribute to a friendly, high-performance, and supportive workplace culture.

*What We're Looking For *

• Excellent communication skills, both written and verbal, in English.
• Having an Apple Mac is required for this role.
• A passion for photography (even amateur).
• A good sense of color and lighting, and an understanding of the challenges photographers face in this area.
• Strong problem-solving abilities.
• A passion for providing great customer support.
• A willingness to learn and understand new products, customers, and industries.
• The ability to be flexible and adapt to campaign surges and seasonal spikes.
• Comfortable working in a fast-paced startup environment.

*What We Offer *

• Work-from-home arrangement.
• A supportive, collaborative, and high-performance environment.
• The opportunity to work with high-quality international clients and a global team.
• Comprehensive training to give you the skills and knowledge you need to succeed.
• Plenty of opportunities for professional growth.

*Working Hours & Location *
This is a full-time role (44 hours per week), open only to applicants in Kenya.

The work schedule is Monday to Friday, 9:00 AM – 6:00 PM CET / 11:00 AM – 8:00 PM Kenya time (EAT).

Please note that we may also need support on weekends and public holidays.

Important Notes
This role is only open to applicants from Kenya.
Influx never asks candidates to make any payment throughout the entire recruitment process.

Successful candidates will be contacted only through email ending with

Apply Here

About Influx:

Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company's objectives.

Learn more about us.

Essential Duties:

• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
• Full understanding of how to deliver a positive customer experience whilst maintaining strict call-handling KPIs
• Liaison with other departments to resolve customer issues
• Communicate effectively and with a positive tone with peers and your manager
• Contribute to a high-performance and friendly workplace culture
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
• Achieve the client and Influx's KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
• Deliver on your promises and obligations to drive an exceptional customer experience

Minimum requirements:

• At least 1 year of proven customer support experience or experience as a call center representative in a BPO environment
• Excellent written and verbal English communication skills, English Language must be clear, with no native accent
• Strong problem-solving and negotiation skills, as well as the ability to handle difficult customer calls
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
• Empathetic and displays the necessary soft skills required for customer support
• Ability to take ownership of the situations
• Able to work in a fast-paced environment
• Ability to multitask and not get frustrated
• Track record of achieving KPIs and delivering strong CSAT scores

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with

If this sounds like you or someone you know, the application link is below Apply now

Company Description

Shop Zetu's mission is making fashion accessible across Africa. Shop Zetu is a fashion technology company that provides an e-commerce marketplace, infrastructure, and tools for fashion vendors to enable online fashion retail. The online marketplace currently serves over 300 fashion and beauty brands and more than 30,000 customers in Kenya.

Role Description

This is a full-time on-site role for a Customer Care Representative located in Nairobi. The Customer Care Representative will be responsible for managing customer support, ensuring customer satisfaction, and providing excellent customer service. Daily tasks will include assisting customers with inquiries, addressing complaints, and maintaining updated records of customer interactions. The representative will also collaborate with other departments to improve the overall customer experience.

Qualifications

• Strong Interpersonal Skills, Excellent Communication abilities
• Experience in Customer Service, Customer Support roles
• Proven track record in ensuring Customer Satisfaction
• Ability to handle customer inquiries and complaints efficiently
• Excellent problem-solving abilities and attention to detail
• Ability to work effectively in a team environment
• Prior experience in the fashion or e-commerce industry is a plus
• A diploma or equivalent / bachelor's degree is preferred

Send your CV to

Deadline: 24th October 2025

Subject: Customer Care Agent

Join a team that's redefining customer experience in Kenya's fashion e-commerce space.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team when necessary.
• Process customer orders, forms, applications, and requests.
• Maintain detailed records of customer interactions and transactions.
• Identify and report trends in customer inquiries or complaints to improve services.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Follow communication procedures, guidelines, and policies.
• Assist in the training of new support staff.
• Contribute to a positive team environment.

• Respond to customer inquiries promptly and professionally across multiple channels.
• Provide accurate information regarding products, services, and policies.
• Resolve customer complaints and issues with empathy and efficiency.
• Guide customers through troubleshooting steps and provide solutions.
• Document customer interactions, transactions, comments, and actions.
• Identify and escalate priority issues or recurring problems to the appropriate teams.
• Process orders, forms, applications, and requests as needed.
• Contribute to team goals by accomplishing related results as needed.
• Stay updated on product knowledge and company policies.
• Gather customer feedback to help improve service delivery.

• Previous experience in a customer service or contact center role.
• Excellent communication and interpersonal skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computers and common software applications.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; some college experience is a plus.
• A dedicated home office space with reliable internet connectivity.
• Customer-focused attitude and ability to handle stressful situations calmly.

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolving customer issues and complaints effectively and efficiently.
• Providing information about products, services, and policies.
• Troubleshooting technical issues and guiding customers through solutions.
• Documenting all customer interactions and resolutions in the CRM system.
• Escalating complex issues to relevant departments for further assistance.
• Gathering customer feedback and sharing insights with the team for service improvement.
• Identifying opportunities to upsell or cross-sell relevant products or services.
• Adhering to company service standards and procedures.
• Participating in training sessions to stay updated on product knowledge and support techniques.

• Onboard new customers, guiding them through the initial setup and product adoption process.
• Proactively engage with customers to ensure they are maximizing the value of our products/services.
• Address customer inquiries and concerns in a timely and effective manner.
• Provide ongoing product support and training to customers.
• Identify and mitigate churn risks by understanding customer challenges and providing solutions.
• Gather customer feedback and relay insights to product and sales teams.
• Build and maintain strong, long-lasting customer relationships.
• Monitor customer health metrics and identify opportunities for upsell or cross-sell.
• Develop and share best practices and resources for customers.
• Serve as a trusted advisor to customers, ensuring their success.

• Bachelor's degree in Business, Communications, or a related field, or equivalent customer-facing experience.
• Minimum of 3 years of experience in customer success, account management, or a related customer-facing role.
• Proven ability to build and maintain strong customer relationships.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and active listening abilities.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to manage multiple accounts and prioritize effectively.
• Self-motivated and able to work autonomously in a remote environment.
• Customer-centric mindset with a commitment to delivering exceptional service.