457 Client Success jobs in Kenya
Customer Support Specialist
50100 Tuwan
KES60000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their vibrant team in **Eldoret, Uasin Gishu, KE**. This hybrid role offers the flexibility to work both from home and in the office, providing a balanced work environment. You will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a high level of customer satisfaction. Your responsibilities will include responding to customer queries via phone, email, and live chat, troubleshooting technical problems, guiding customers through product features and services, and escalating complex issues to the appropriate departments. We are looking for individuals who are passionate about helping others, possess excellent communication skills, and have a knack for problem-solving. The ideal candidate will be patient, articulate, and capable of maintaining a positive and professional demeanor at all times, even under pressure. This role requires a deep understanding of our client's products and services, and the ability to explain technical information clearly and concisely to non-technical users. You will also be involved in documenting customer interactions, identifying trends in customer feedback, and contributing to the improvement of customer service processes. As part of the hybrid model, you will be expected to attend team meetings and training sessions at the Eldoret office on designated days, while enjoying the benefits of remote work for the remainder of the week. This position is crucial in maintaining our client's reputation for outstanding customer care and building lasting customer relationships.
Responsibilities:
Responsibilities:
- Provide exceptional customer support across multiple channels (phone, email, chat).
- Diagnose and resolve customer issues effectively and efficiently.
- Educate customers on product features and best practices.
- Maintain accurate records of customer interactions and transactions.
- Collaborate with cross-functional teams to resolve customer complaints.
- Identify opportunities to improve the customer experience.
- Adhere to company policies and service level agreements.
- Participate in team meetings and training sessions in **Eldoret, Uasin Gishu, KE**.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Strong problem-solving and active listening abilities.
- Proficiency with helpdesk software and CRM systems.
- Ability to multitask and manage time effectively.
- Adaptable and eager to learn new products and technologies.
- Must be able to work effectively in a hybrid capacity, with required in-office presence in **Eldoret, Uasin Gishu, KE**.
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0
Customer Support Lead
40100 Kisumu
KES80000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a proactive and empathetic Customer Support Lead to manage and elevate their customer service operations. This is a fully remote position, allowing you to contribute your leadership skills from anywhere. You will be responsible for leading a team of customer support representatives, ensuring the delivery of exceptional service, and resolving complex customer issues. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will be instrumental in developing training materials, implementing quality assurance measures, and identifying areas for service improvement. This role requires a keen ability to analyze customer feedback, manage team performance, and foster a positive and customer-centric team culture. You will work closely with other departments to ensure customer needs are met effectively and contribute to overall customer satisfaction and retention. This is a fantastic opportunity for an experienced customer service professional to lead a remote team and make a significant impact on customer experience.
Key responsibilities include:
Candidates should have a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role. Proven experience managing remote teams is highly desirable. Excellent problem-solving, communication, and interpersonal skills are essential. Familiarity with customer support software and CRM systems is required. The ability to remain calm under pressure, empathize with customers, and lead by example in a remote environment is crucial. Join our client's dedicated remote team, championing outstanding customer service from Kisumu, Kisumu, KE .
Key responsibilities include:
- Leading, coaching, and motivating a team of customer support representatives.
- Ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Developing and implementing customer service policies and procedures.
- Monitoring team performance, setting KPIs, and conducting regular performance reviews.
- Training new and existing team members on products, services, and support protocols.
- Handling escalated customer complaints and complex issues.
- Analyzing customer feedback and identifying trends to improve service quality.
- Developing and maintaining knowledge base articles and FAQs.
- Collaborating with other departments to address customer needs and improve processes.
- Ensuring adherence to service level agreements (SLAs).
- Driving initiatives to enhance customer satisfaction and loyalty.
Candidates should have a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role. Proven experience managing remote teams is highly desirable. Excellent problem-solving, communication, and interpersonal skills are essential. Familiarity with customer support software and CRM systems is required. The ability to remain calm under pressure, empathize with customers, and lead by example in a remote environment is crucial. Join our client's dedicated remote team, championing outstanding customer service from Kisumu, Kisumu, KE .
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1
Customer Support Specialist
80100 Nairobi, Nairobi
KES45000 Monthly
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Posted 1 day ago
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Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team in Mombasa. This role requires a compassionate individual who can provide exceptional assistance to clients, resolving inquiries and issues with efficiency and professionalism. You will be the first point of contact for customers, handling a variety of support requests via phone, email, and potentially in-person. Key responsibilities include diagnosing customer problems, guiding them through step-by-step solutions, and escalating complex issues to the appropriate departments when necessary. You will maintain accurate records of customer interactions and transactions, ensuring all customer data is handled with confidentiality. The ideal candidate possesses excellent communication and interpersonal skills, with the ability to empathize with customers and de-escalate tense situations. A minimum of 2 years of experience in a customer service or helpdesk role is required. Proficiency in using CRM software and helpdesk ticketing systems is essential. You should be a problem-solver, adept at identifying the root cause of issues and providing effective resolutions. This role offers a dynamic work environment where you can make a tangible difference in customer satisfaction. Our client is committed to providing a supportive team atmosphere and opportunities for professional growth. The successful candidate will be proactive, organized, and possess a strong desire to help others. You will be an integral part of ensuring our clients receive the highest level of service and support, contributing directly to the company's reputation and success.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Specialist
80100 Nairobi, Nairobi
KES70000 Monthly
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Posted 1 day ago
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Job Description
Our client is seeking a proactive and customer-focused Customer Support Specialist to join their dynamic team. This role is integral to ensuring customer satisfaction by providing timely and effective support across various communication channels. You will be responsible for handling customer inquiries, troubleshooting issues, providing product information, and resolving complaints with professionalism and efficiency. The ideal candidate possesses excellent communication skills, empathy, and a genuine desire to help customers. You will work closely with internal teams to ensure customer needs are met and to identify opportunities for service improvement. This position requires strong organizational skills to manage multiple customer interactions simultaneously and maintain accurate records in our CRM system. This role offers flexibility with a part-time, remote work arrangement.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and accurate manner.
- Provide comprehensive product and service information to customers.
- Troubleshoot technical issues and guide customers through resolution steps.
- Escalate complex customer problems to appropriate departments or specialists when necessary.
- Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints within the CRM system.
- Adhere to company service standards and policies to ensure a consistent and high-quality customer experience.
- Identify opportunities for service improvements and provide feedback to the management team.
- Meet or exceed individual performance goals, including customer satisfaction ratings and response times.
- Collaborate effectively with team members and other departments to resolve customer issues.
- Continuously update knowledge of products, services, and company policies.
- High school diploma or equivalent; Associate's or Bachelor's degree is an advantage.
- Proven experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Ability to remain patient and professional, even in challenging situations.
- Proficiency with computer systems, including CRM software and standard office applications.
- A genuine passion for customer service and a positive attitude.
- Ability to work independently and manage time effectively in a remote setting.
- Strong organizational skills and attention to detail.
- Availability to work flexible part-time hours as needed.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Specialist
00200 Embu, Eastern
KES45000 Monthly
WhatJobs
Posted 1 day ago
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their growing team. This role involves providing exceptional assistance to customers, resolving inquiries efficiently, and ensuring a positive customer experience. You will be the first point of contact for many customers, handling a variety of issues via phone, email, and chat. This position offers a hybrid work model, requiring a balance of remote work and on-site presence in **Embu, Embu, KE**.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally across multiple communication channels.
- Provide accurate information about products and services.
- Troubleshoot customer problems and guide them through step-by-step solutions.
- Escalate complex issues to the appropriate departments when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Identify and report trends in customer issues to help improve products and services.
- Continuously seek ways to improve the customer service experience.
- Meet individual and team targets for customer satisfaction and response times.
- Participate in training sessions to stay updated on product knowledge and support procedures.
- Contribute to team efforts by accomplishing related results as needed.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and active listening skills.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask, prioritize, and manage time effectively.
- Familiarity with CRM systems and help desk software.
- Patience and a customer-centric approach.
- Ability to work independently and as part of a team.
- Must be comfortable working both remotely and from our **Embu, Embu, KE** office.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Specialist
60100 Embu, Eastern
KES45000 Monthly
WhatJobs
Posted 1 day ago
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their team in Embu, Embu, KE . This role is integral to ensuring our customers receive exceptional service and timely resolution to their inquiries. As a Customer Support Specialist, you will be the first point of contact for customers experiencing issues or seeking information about our products and services. You will handle a variety of customer interactions across multiple channels, including phone, email, and potentially live chat. The ability to communicate clearly, patiently, and professionally is paramount. This is a hybrid role, requiring some in-office presence in Embu, Embu, KE for collaborative tasks and team meetings, while also offering flexibility for remote work.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and efficiently to customer inquiries via phone, email, and other communication channels.
- Diagnose and resolve customer issues, providing accurate information and effective solutions.
- Escalate complex problems to the appropriate internal teams when necessary, ensuring clear documentation of the issue and resolution steps.
- Maintain a high level of customer satisfaction by delivering outstanding service and building positive relationships.
- Proactively identify opportunities to improve the customer experience and provide feedback to management.
- Document all customer interactions accurately in the CRM system, including details of the issue, actions taken, and outcomes.
- Stay up-to-date with product knowledge, service updates, and company policies to provide accurate information to customers.
- Participate in team meetings, training sessions, and performance reviews to enhance skills and contribute to team goals.
- Contribute to the development and maintenance of customer support knowledge base articles and FAQs.
- Adhere to established service level agreements (SLAs) and quality standards.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in a customer service or support role, demonstrating strong problem-solving abilities.
- Excellent verbal and written communication skills, with a clear and professional tone.
- Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
- Strong active listening skills and the ability to empathize with customers.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A proactive approach to problem-solving and a commitment to customer satisfaction.
- Ability to work effectively both independently and as part of a hybrid team.
- Familiarity with common office productivity software (e.g., Microsoft Office Suite, Google Workspace).
- Previous experience in the specific industry of our client is an advantage.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist
90100 Mangu
KES40000 Monthly
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their dynamic team. This role involves a hybrid work arrangement, combining remote flexibility with essential in-office collaboration. The Customer Support Specialist will be the first point of contact for clients, providing exceptional service and resolving inquiries efficiently and professionally. Your primary responsibility will be to assist customers via phone, email, and live chat, addressing their questions, concerns, and technical issues with patience and expertise. You will maintain a deep understanding of our client's products and services to offer accurate and helpful information. This role requires excellent communication skills, a positive attitude, and the ability to troubleshoot effectively. You will be responsible for documenting customer interactions, escalating complex issues to the appropriate departments, and contributing to the continuous improvement of customer service processes. The ideal candidate will possess strong problem-solving skills, the ability to multitask, and a genuine desire to help others. Experience in a customer-facing role is a must, and proficiency with customer relationship management (CRM) software is highly advantageous. You will work collaboratively with team members to ensure a seamless customer experience and uphold our client's reputation for outstanding service. This position offers an excellent opportunity to grow within a supportive environment and develop your skills in customer advocacy and service excellence. We are looking for individuals who are passionate about delivering top-tier support and making a positive impact on every customer interaction. Your commitment to customer satisfaction will be key to your success in this role.
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6
Customer Support Representative
20110 Ongata Rongai, Rift Valley
KES50000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated Customer Support Representative to join their team, offering a hybrid work arrangement. This role involves providing excellent service to customers, addressing their inquiries, and resolving issues efficiently. You will be the first point of contact for many customers, handling calls, emails, and live chat interactions. Key responsibilities include guiding customers through product features, troubleshooting common problems, and escalating complex cases to the appropriate departments. You will maintain detailed records of customer interactions and resolutions in our CRM system. The ideal candidate possesses strong communication skills, a patient demeanor, and a passion for helping others. You should be comfortable using various support tools and eager to learn about our products and services. This role requires individuals who can manage their time effectively, both in the office and when working remotely, and contribute positively to a team environment. We believe in fostering a supportive workplace where professional growth is encouraged. This hybrid model allows for a balance between in-person collaboration and remote flexibility, ensuring you can perform at your best while maintaining a healthy work-life balance. Your commitment to providing exceptional customer experiences will be key to your success in this position. We value individuals who are reliable, adaptable, and dedicated to exceeding customer expectations. Join us and become an integral part of our client's commitment to customer satisfaction.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide information about products and services, guiding customers on features and usage.
- Troubleshoot and resolve basic customer issues, escalating complex problems when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify customer needs and provide appropriate solutions.
- Contribute to building positive customer relationships and ensuring customer satisfaction.
- Follow communication procedures, guidelines, and policies.
- Assist in maintaining the knowledge base with updated information.
- Collaborate with team members to share best practices and improve service delivery.
- Adhere to hybrid work schedule requirements, balancing office and remote workdays.
- Previous experience in customer service or a related field is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving and active listening skills.
- Ability to multitask and manage time effectively.
- Proficiency in using computers and basic software applications.
- High school diploma or equivalent.
- Willingness to work a hybrid schedule as required.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Specialist
20100 Mwembe
KES60000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is looking for a dedicated and customer-focused Customer Support Specialist to join their team. In this hybrid role, you will be the primary point of contact for customers, providing exceptional service and support to ensure a positive experience. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting issues, and guiding customers through product features and services. You will play a crucial role in resolving customer concerns efficiently and effectively, escalating complex problems to appropriate departments when necessary. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine passion for helping others. You should be adept at understanding customer needs, providing clear and concise solutions, and maintaining a professional and friendly attitude at all times. Familiarity with customer relationship management (CRM) software is a plus. You will be expected to adhere to service level agreements (SLAs) and contribute to improving customer satisfaction metrics. This role requires a self-starter who can manage their time effectively, balancing remote work with necessary in-office collaboration. A strong commitment to providing outstanding customer service and a willingness to learn about our client's products and services are essential. Join us and make a difference by delivering top-tier support to our valued customers.
Responsibilities:
Responsibilities:
- Respond promptly and professionally to customer inquiries via various channels (phone, email, chat).
- Troubleshoot and resolve customer issues and complaints effectively.
- Provide information about products and services.
- Guide customers through product usage and features.
- Escalate unresolved issues to relevant departments.
- Maintain accurate records of customer interactions and transactions.
- Follow communication procedures, guidelines, and policies.
- Contribute to customer satisfaction and loyalty.
- Gather customer feedback and report insights to the team.
- Collaborate with team members to ensure consistent service delivery.
- High school diploma or equivalent; further education or certification is a plus.
- Proven customer support or client service experience.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using customer support software and tools.
- Patient, empathetic, and customer-centric attitude.
- Ability to work effectively in a hybrid remote and in-office environment.
- Basic computer proficiency.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
00100 Abothuguchi West
KES55000 Monthly
WhatJobs
Posted today
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this pivotal role, you will be instrumental in delivering exceptional customer service and technical assistance to a diverse clientele. Your primary responsibilities will include troubleshooting complex customer issues via multiple communication channels (phone, email, chat), documenting solutions, and escalating unresolved problems to appropriate teams. You will also play a key role in training and mentoring junior support staff, contributing to the continuous improvement of support processes and knowledge base articles. The ideal candidate will possess a deep understanding of customer service best practices and a proactive approach to problem-solving. We are looking for an individual who is passionate about helping others, thrives in a remote work environment, and is committed to upholding our client's high standards of customer satisfaction.
Key Responsibilities:
This is a fully remote position, allowing you to work from the comfort of your home office. Applicants should be self-disciplined, possess excellent time management skills, and have a dedicated workspace with reliable internet connectivity. The successful candidate will be joining a forward-thinking organization that values innovation and employee growth. This role offers a competitive salary and the opportunity to make a significant impact on customer experience in the **Nairobi, Nairobi, KE** region and beyond.
Key Responsibilities:
- Provide expert-level support to customers, addressing inquiries and resolving issues efficiently and effectively.
- Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Develop and update support documentation, FAQs, and knowledge base articles.
- Collaborate with cross-functional teams (e.g., Product, Engineering) to resolve escalated issues and provide customer feedback.
- Mentor and guide junior Customer Support Specialists, fostering a culture of continuous learning and development.
- Identify trends in customer issues and propose solutions to prevent recurrence.
- Contribute to the development and implementation of new support strategies and tools.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
This is a fully remote position, allowing you to work from the comfort of your home office. Applicants should be self-disciplined, possess excellent time management skills, and have a dedicated workspace with reliable internet connectivity. The successful candidate will be joining a forward-thinking organization that values innovation and employee growth. This role offers a competitive salary and the opportunity to make a significant impact on customer experience in the **Nairobi, Nairobi, KE** region and beyond.
This advertiser has chosen not to accept applicants from your region.
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