939 Customer Experience jobs in Kenya
Customer Experience Specialist
60100 Embu, Eastern
KES75000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Customer Experience Specialist to join their growing support team. This role is fully remote, allowing you to provide exceptional service from anywhere. You will be responsible for managing customer inquiries, resolving issues efficiently, and ensuring a positive and seamless customer journey across all interaction points. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a genuine passion for helping customers. Key responsibilities include responding to customer emails, calls, and chat messages, troubleshooting product or service issues, and escalating complex problems to the appropriate departments. You will also document customer interactions, identify trends in customer feedback, and contribute to the improvement of customer service processes and resources. We are looking for individuals who are highly organized, detail-oriented, and capable of working independently while maintaining a high level of productivity. Familiarity with CRM software and a proactive approach to customer problem-solving are essential. This is a fantastic opportunity to make a direct impact on customer satisfaction and loyalty within a supportive and collaborative remote work environment. Join us and become a vital part of a team committed to delivering outstanding customer experiences.
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0
Customer Experience Associate
80200 Nairobi, Nairobi
KES25000 month
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Posted 3 days ago
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Job Description
Our client is looking for an enthusiastic and customer-centric Customer Experience Associate to join their growing remote team. This part-time position focuses on delivering exceptional support and building positive relationships with our customers. As a Customer Experience Associate, you will be the primary point of contact for customer inquiries, providing timely and effective solutions across various communication channels. Your dedication to customer satisfaction will be key to maintaining our company's reputation for outstanding service.
Responsibilities:
Qualifications:
This role is ideal for individuals who are passionate about retail and customer service, and who thrive in a remote work environment. If you are a people-person with a knack for problem-solving, we encourage you to apply.
Responsibilities:
- Respond to customer inquiries via email, chat, and phone with professionalism and efficiency.
- Troubleshoot customer issues and provide accurate information and solutions.
- Process customer orders, returns, and exchanges with attention to detail.
- Gather customer feedback and relay it to the relevant departments for service improvement.
- Maintain a high level of product knowledge to assist customers effectively.
- Document customer interactions and resolutions accurately in the CRM system.
- Proactively identify opportunities to enhance the customer experience.
- Adhere to company policies and procedures regarding customer service.
- Contribute to a positive and collaborative team environment, despite working remotely.
Qualifications:
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and interpersonal skills, with the ability to empathize with customers.
- Proficiency in using customer service software, databases, and CRM systems.
- Strong problem-solving abilities and the capacity to handle challenging situations calmly.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- Comfortable working with technology and adapting to new software.
- A genuine passion for helping people and delivering outstanding service.
- Reliable internet connection and a dedicated workspace for remote work.
This role is ideal for individuals who are passionate about retail and customer service, and who thrive in a remote work environment. If you are a people-person with a knack for problem-solving, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Experience Specialist
60100 Embu, Eastern
KES55000 Annually
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Job Description
Are you passionate about delivering exceptional customer service and seeking a fully remote opportunity? Our client is looking for a motivated and adaptable Customer Experience Specialist to join their growing team. In this role, you will be the primary point of contact for customers, providing prompt, efficient, and friendly support across various channels, including email, chat, and phone. You will handle customer inquiries, troubleshoot issues, process requests, and ensure a consistently positive customer journey. This position requires excellent communication skills, a patient and empathetic demeanor, and the ability to work independently while maintaining high performance standards. You will be responsible for resolving customer issues, providing product information, and escalating complex problems to the appropriate departments.
Key responsibilities include:
Key responsibilities include:
- Responding to customer inquiries and resolving issues via email, phone, and live chat.
- Providing accurate product and service information to customers.
- Troubleshooting technical and non-technical customer problems and finding effective solutions.
- Processing customer orders, forms, applications, and requests.
- Gathering customer feedback and sharing insights with the relevant teams to improve services.
- Maintaining a high level of customer satisfaction through proactive and personalized support.
- Documenting customer interactions and resolutions in the CRM system.
- Adhering to company policies and procedures, and contributing to team knowledge base.
- Identifying opportunities to upsell or cross-sell products and services where appropriate.
- Collaborating with internal teams to ensure seamless customer experience.
- Participating in training sessions and staying updated on product knowledge.
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2
Senior Customer Experience Manager
00100 Abothuguchi West
KES210000 Annually
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Job Description
Our client is looking for an experienced and empathetic Senior Customer Experience Manager to lead our fully remote customer service and support operations. This role is critical in shaping and delivering exceptional customer journeys across all touchpoints. You will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention. Your key duties will include managing a team of customer service professionals, overseeing the performance of support channels (phone, email, chat, social media), and analyzing customer feedback to identify areas for improvement. You will also be responsible for designing and optimizing customer service workflows, implementing new support technologies, and ensuring adherence to quality standards. The ideal candidate will possess a deep understanding of customer service best practices, CRM systems, and customer experience metrics. Proven leadership skills and the ability to coach and develop a remote team are essential. Excellent communication, problem-solving, and interpersonal skills are required to effectively interact with customers and internal stakeholders. You should have a passion for customer advocacy and a data-driven approach to decision-making. Experience in developing training programs and managing service level agreements (SLAs) is highly desirable. This is a fantastic opportunity to lead a crucial function within our organization, working remotely and making a significant impact on our customer relationships and brand reputation.
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3
Remote Customer Experience Associate
20100 Mwembe
KES60000 Annually
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Posted today
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Experience Associate to join their fully remote customer service team. This role is ideal for individuals passionate about delivering exceptional service and building strong customer relationships from the comfort of their homes. You will be instrumental in ensuring customer satisfaction by responding to inquiries, resolving issues, and providing information about products and services. Your day-to-day will involve engaging with customers through various digital channels, including email, live chat, and social media.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Handle incoming customer communications with a focus on accuracy, timeliness, and politeness.
- Troubleshoot and resolve customer queries, complaints, and feedback efficiently.
- Guide customers through product features and functionalities, offering helpful advice.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Collaborate with internal teams to ensure customer issues are resolved promptly.
- Contribute to team goals by achieving performance targets related to customer satisfaction and resolution times.
- Participate in ongoing training to stay updated on product knowledge and support best practices.
- Identify and suggest process improvements to enhance the customer experience.
Qualifications:
- Previous experience in a customer-facing role, ideally in a remote setting.
- Excellent verbal and written communication skills.
- Strong active listening and empathy abilities.
- Proficiency in using digital communication tools and CRM software.
- Ability to multitask and manage time effectively in a self-directed environment.
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Demonstrated ability to remain calm and professional under pressure.
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4
Remote Customer Experience Advocate
10100 Gathiruini
KES45000 Annually
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Job Description
Our client, a rapidly growing e-commerce platform, is seeking an enthusiastic and empathetic Remote Customer Experience Advocate to join their dedicated support team. This is a fully remote position, offering you the flexibility to assist customers from anywhere while ensuring they have a positive and seamless interaction with our client's brand. You will be the primary point of contact for customers, responding to inquiries via email, chat, and social media platforms. Your role involves providing timely and accurate information about products, order status, shipping, and returns, as well as resolving customer complaints and issues with professionalism and care. You must possess exceptional communication skills, a friendly demeanor, and a genuine desire to help customers. The ability to multitask, manage your time effectively in a remote environment, and navigate various customer support tools is essential. You will collaborate with a remote team of advocates and be expected to contribute to improving customer service processes by identifying recurring issues and suggesting solutions. The ideal candidate has prior experience in customer service, preferably in an e-commerce or online retail setting. A strong understanding of customer relationship management (CRM) principles and a passion for delivering outstanding customer experiences are key. We are looking for a proactive, detail-oriented individual who can adapt quickly to new information and maintain a positive attitude even when handling challenging situations. This is a great opportunity to be part of a supportive remote team and make a real difference in customer satisfaction.
Responsibilities:
Responsibilities:
- Respond to customer inquiries through multiple channels (email, chat, social media).
- Provide product information, order updates, and shipping details.
- Resolve customer complaints and issues efficiently and effectively.
- Process returns, exchanges, and refunds as per company policy.
- Document customer interactions and feedback in the CRM system.
- Identify customer needs and proactively offer solutions.
- Escalate complex issues to relevant departments.
- Contribute to improving customer service processes and resources.
- Maintain a high level of product knowledge.
- Uphold brand standards and ensure customer satisfaction.
- High school diploma or equivalent required; Associate's degree preferred.
- Minimum of 1 year of experience in customer service or support.
- Experience in e-commerce or online retail is a significant plus.
- Excellent written and verbal communication skills.
- Proficiency with computer systems and customer support software.
- Strong active listening and problem-solving abilities.
- Ability to multitask and manage time effectively in a remote setting.
- Customer-centric attitude and a passion for service.
- Adaptability and willingness to learn new processes.
- Positive and professional demeanor.
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5
Remote Customer Experience Associate
50100 Kakamega, Western
KES45000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Experience Associate to enhance the online shopping journey for their customers. This position is fully remote, enabling you to operate from anywhere, serving customers who are engaging with our client's offerings in or near Kakamega, Kakamega, KE . Your primary responsibility will be to provide exceptional support and assistance to customers through various digital channels, including live chat, email, and social media. You will handle customer inquiries, resolve product-related issues, process returns and exchanges, and proactively identify opportunities to improve the customer experience. Building positive relationships and ensuring customer satisfaction are paramount in this role. The ideal candidate will possess outstanding communication skills, a patient and understanding demeanor, and a genuine passion for helping others. Proficiency with customer service software and a keen eye for detail are essential. You should be comfortable working independently, managing multiple tasks simultaneously, and adapting to evolving customer needs in a fast-paced online retail environment. We are looking for individuals who are reliable, resourceful, and committed to delivering high-quality service. This is a fantastic opportunity to contribute to a company that values its customers and fosters a supportive remote work culture. Comprehensive training and ongoing support will be provided to ensure you are well-equipped to succeed.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and efficiently via live chat, email, and social media.
- Process customer orders, returns, and exchanges according to company policies.
- Provide product information and technical support to customers.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Gather customer feedback and provide insights to improve products and services.
- Maintain accurate customer records and interaction logs.
- Contribute to building a positive brand image through exceptional service delivery.
- Adhere to all company guidelines and quality standards.
- Previous experience in customer service or a related role, preferably in a remote setting.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and a customer-centric approach.
- Familiarity with customer service platforms and tools.
- Ability to multitask and manage time effectively.
- High school diploma or equivalent; relevant certifications are a plus.
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6
Remote Customer Experience Lead - Hospitality
01000 Makongeni
KES110000 Annually
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Job Description
Our client, a prominent entity in the hospitality and tourism sector, is seeking a dedicated and experienced Remote Customer Experience Lead. This is a fully remote position, allowing you to drive exceptional guest experiences and service standards from anywhere in Kenya. The ideal candidate will have a deep understanding of hospitality operations, a passion for service excellence, and a proven ability to lead and motivate teams in delivering unforgettable guest journeys. You will be responsible for shaping and maintaining our client's reputation for outstanding customer service.
Key responsibilities include:
Qualifications:
Key responsibilities include:
- Developing and implementing strategies to enhance the overall customer experience across all touchpoints.
- Monitoring customer feedback and online reviews, identifying areas for improvement, and implementing action plans.
- Training and mentoring front-line staff (virtually) on service standards, guest engagement, and problem resolution.
- Creating and refining customer service protocols and best practices.
- Handling escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
- Analyzing customer journey maps to identify pain points and opportunities for enhancement.
- Developing and managing customer loyalty programs and initiatives.
- Collaborating with marketing and operations teams to ensure a consistent and high-quality brand experience.
- Staying updated on industry trends in customer experience management and hospitality.
- Measuring and reporting on key customer satisfaction metrics (e.g., NPS, CSAT).
- Designing and delivering engaging online training modules for service staff.
- Fostering a culture of service excellence throughout the organization.
- Conducting virtual audits of service delivery to ensure adherence to standards.
- Proactively seeking feedback from guests and staff to drive continuous improvement.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 6 years of experience in customer service, guest relations, or operations management within the hospitality or tourism industry.
- Proven track record of improving customer satisfaction and loyalty.
- Strong leadership, communication, and interpersonal skills.
- Excellent problem-solving and conflict-resolution abilities.
- Familiarity with customer relationship management (CRM) systems and feedback platforms.
- Ability to train, coach, and motivate remote teams.
- Creative thinking and a passion for creating memorable guest experiences.
- Proficiency in using online collaboration tools and virtual meeting platforms.
- Understanding of the unique challenges and opportunities in the tourism sector.
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7
Remote Hospitality Customer Experience Manager
40100 Moiben
KES80000 Annually
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Posted today
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Job Description
Our client is seeking a passionate and customer-focused Remote Hospitality Customer Experience Manager to elevate guest satisfaction and operational excellence in the hospitality sector. This is a fully remote position, allowing you to contribute to memorable guest experiences from anywhere. The ideal candidate will have a deep understanding of hospitality standards, exceptional communication skills, and a proven ability to create positive customer interactions.
Key responsibilities will include:
Key responsibilities will include:
- Developing and implementing strategies to enhance the overall guest experience across all touchpoints.
- Monitoring and analyzing customer feedback from various channels (e.g., online reviews, surveys, direct feedback).
- Responding promptly and professionally to guest inquiries, concerns, and complaints.
- Identifying opportunities to improve service quality and guest satisfaction.
- Training and coaching remote customer service teams on best practices in hospitality.
- Collaborating with operational teams to ensure consistent delivery of high-quality services.
- Creating and maintaining customer service standards and protocols.
- Proactively addressing potential service issues before they impact guests.
- Developing loyalty programs and initiatives to foster repeat business.
- Analyzing guest data to identify trends and personalize guest experiences.
- Managing online reputation and responding to reviews on platforms like TripAdvisor and Google.
- Ensuring adherence to company policies and procedures related to guest services.
- Staying current with industry trends and innovations in customer experience management.
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