0 Customer Inquiries jobs in Kenya

We are looking for a Fluent English Speaking Customer Service Representative (CSR) to join our fast-paced team in the automotive industry.

This role involves handling both inbound and outbound calls while delivering exceptional service and driving sales conversions.

Key Requirements:

• Must have prior experience in a CSR role (mandatory) Automotive Experience is a PLUS.

• Excellent English speaking skills with clear and confident communication.

• Ability to work 7 hours/day, 6 days/week (42 hours/week).

• Flexible to work shift schedules and anytime between operational hours of 7:00 AM – 10:00 PM Eastern Time.

• Experience in the automotive industry is a plus (training can be provided).

• Committed to a long-term, full-time career opportunity.

What We Offer:

• Base salary + commission + performance-based incentives on every conversion.

• Career growth and long-term job security.

• Stable, supportive, and growth-oriented work environment.

• Training and continuous support to help you succeed.

• A collaborative, performance-driven work culture.

If you are hardworking, adaptable, and ready to grow with a fast-paced company, apply now and build your career with us

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media 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.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor's degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools.

Skills:

• Excellent communication and problem-solving skills.
• Patience when handling tough cases with customers or others.
• Strong organizational and time-management skills.
• Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

• Willingness to travel to field locations as needed.
• Flexibility to participate in on-call rotations.

What We Offer:

• Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
• A dynamic, collaborative, and entrepreneurial work environment.
• Competitive salary and benefits package.
• Professional development opportunities and career growth potential.
• Hands-on experience in field operations within a growing industry.

Company Description
Assent offers professional regulatory and compliance services to complement the world's fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.

Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.

Work Model

Fully Onsite in our Eldoret Offices. This is a 6 month term contract.

Job Description
Position Summary

The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client's supply chains.

Key Requirements And Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites;
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers;
• Act as a peer mentor to Supplier Support Agents as required;
• Keep up to date with new regulations and changes in Assent's products to become an expert in your field;
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.

Qualifications
Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
• Bachelor's Degree/Higher diploma from a recognized learning institution;
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;
• Solutions-first attitude, self-motivated to proactively engage with our suppliers through multiple channels;
• Builds productive and stable working relationships internally and externally in the interest of supporting our suppliers needs;
• Possess basic to intermediate regulatory knowledge in order to consult with suppliers in providing requested information;
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Additional Information
At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.
• Financial Benefits: It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.
• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and implement customer support policies, procedures, and standards.
• Oversee daily support operations, ensuring efficient ticket handling and resolution times.
• Monitor customer service performance metrics and identify areas for improvement.
• Train new support team members on products, services, and support best practices.
• Handle escalated customer issues and provide advanced troubleshooting.
• Collaborate with product and engineering teams to address customer feedback and technical issues.
• Develop and maintain a comprehensive knowledge base for customer support resources.
• Foster a customer-centric culture within the support team.
• Analyze customer feedback and trends to provide insights for product and service enhancements.
• Utilize CRM and support software to manage customer interactions and track performance.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing remote teams effectively.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and team-building skills.
• Exceptional problem-solving and conflict-resolution abilities.
• Outstanding written and verbal communication skills.
• Proficiency with customer support software (e.g., Zendesk, Intercom) and CRM systems.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• A passion for customer advocacy and delivering outstanding service.
• Technical aptitude and ability to quickly learn new software and products.

• Respond promptly and professionally to customer inquiries and requests.
• Troubleshoot and resolve customer issues, escalating complex problems as needed.
• Provide accurate information about products and services.
• Maintain detailed records of customer interactions and transactions.
• Identify and report trends in customer inquiries and feedback.
• Contribute to the development of customer service policies and procedures.
• Proactively seek solutions to prevent future customer issues.
• Build rapport and trust with customers.
• Process orders, forms, applications, and requests.
• Collaborate with team members to share knowledge and best practices.

• Lead, coach, and mentor a team of customer support representatives to achieve high performance standards.
• Manage the daily operations of the customer support department, ensuring efficient handling of inquiries via phone, email, and in-person.
• Develop and implement customer service policies, procedures, and standards.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer issues and complaints, working towards satisfactory resolutions.
• Identify training needs for the support team and conduct regular training sessions.
• Collaborate with other departments to ensure a seamless customer experience.
• Analyze customer feedback and support data to identify trends and areas for service improvement.
• Contribute to the development and improvement of support tools and resources.
• Ensure adherence to company service level agreements (SLAs).

• Diploma or Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory capacity.
• Proven track record of managing a customer support team and improving service quality.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Ability to remain calm and professional under pressure.
• Proficiency in using customer support software and CRM systems.
• Experience in training and mentoring staff.
• Strong organizational and time management skills.
• Ability to work collaboratively within a team environment.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to appropriate departments when necessary.
• Provide product information and guidance to customers, ensuring their needs are met.
• Maintain accurate and detailed records of customer interactions and transactions.
• Identify and report recurring issues to help improve products and services.
• Contribute to the development of customer support resources, such as FAQs and knowledge base articles.
• Assist with customer onboarding and training, ensuring a smooth transition.
• Gather customer feedback and share insights with the product and marketing teams.
• Follow communication guidelines and protocols to maintain brand consistency.
• Proactively seek solutions to customer problems and strive for first-contact resolution.

• High school diploma or equivalent; a college degree is a plus.
• Proven experience in customer service or a related field.
• Excellent communication skills, both written and verbal, with a friendly and patient demeanor.
• Strong problem-solving abilities and the capacity to handle difficult situations with professionalism.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask, prioritize, and manage time effectively.
• Comfortable working in both remote and office environments.
• A genuine desire to help customers and a positive attitude.
• Familiarity with the local market and customer expectations in **Malindi, Kilifi, KE** is beneficial.
• Ability to adapt to changing workflows and learn new systems quickly.