122 Customer Inquiries jobs in Nairobi

Flex Money Transfer is a licensed Forex and Remittance company regulated by the Central Bank of Kenya. We provide fast, secure, and reliable cross-border payment solutions through mobile, USSD, bank transfers, and online platforms.

Our mission is to make money transfers simple, seamless, and accessible to everyone.

About the Job

We're looking for a
Customer Support Officer
to deliver exceptional service and operational support across our money transfer and forex channels. If you're detail-oriented, tech-savvy, and passionate about helping customers, this is your chance to join a dynamic, fast-growing financial services company.

Responsibilities

• Monitor partner transactions and ensure timely, accurate payouts.
• Resolve customer and partner issues promptly and professionally.
• Support customer On-boarding and verify KYC documentation.
• Handle inquiries and educate customers on digital transfer channels.
• Maintain accurate transaction and support records for reporting.
• Collaborate with internal teams to ensure compliance and service excellence
• Escalating and following up on technical or system-related issues to ensure resolution.
• Maintaining clear and professional communication with customers, partners, and service teams

Qualifications

• Attention to detail and commitment to accuracy.
• A customer-first attitude and professional approach.
• Experience working with transaction systems or financial services is a MUST.
• Degree in Business or a related field.
• Minimum of 2 years' experience in customer support.
• Strong system monitoring and troubleshooting ability
• Knowledge of KYC/AML and CBK compliance requirements.
• Accuracy in updating financial/transactional data (e.g., currency rates).
• Excellent problem-solving and escalation handling.
• Communication and customer service skills.
• Ability to work in rotational shifts (including weekends/holidays).
• Attributes: Proactive, detail-oriented, high integrity, flexible, customer-focused, and a strong team player.

Why Join Us

At Flex Money Transfer, you'll be part of a dynamic, innovative, and customer-focused team that values integrity, collaboration, and growth. You'll gain hands-on experience in digital finance operations and have opportunities to grow within the company.

To Apply:

Send your CV and a brief cover letter to - with the subject line: Customer Support Officer Application

(Applicants must be based in Kenya)

Deadline: 9th October 2025

• Respond promptly and professionally to customer inquiries via various communication channels (phone, email, chat).
• Identify and assess customers' needs to achieve satisfaction.
• Provide accurate information about products and services.
• Troubleshoot and resolve customer issues effectively, escalating complex problems when necessary.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Process orders, forms, applications, and requests.
• Follow communication procedures, guidelines, and policies.
• Gather customer feedback and share insights with relevant departments to improve services.
• Meet personal/team qualitative objectives and call quotas.
• Continuously improve product knowledge and support techniques.

• High school diploma or equivalent; college degree preferred.
• Proven customer support experience or experience as a client service representative.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer-oriented and able to work with demanding customers.
• Ability to multitask, prioritize, and manage time effectively.
• Excellent problem-solving skills and attention to detail.
• Willingness to learn and adapt to new technologies and procedures.
• Ability to work effectively in a hybrid work environment.

• Handle inbound customer calls, emails, and chat inquiries regarding accounts, services, and product information.
• Provide accurate and timely information to customers, ensuring clarity and understanding.
• Resolve customer complaints and issues effectively, escalating complex cases to appropriate departments when necessary.
• Process customer requests, such as account updates, service changes, and transaction inquiries.
• Educate customers on the features and benefits of our client's offerings.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements.
• Contribute to team efforts by achieving individual and team performance goals.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Build and maintain strong relationships with customers through positive and helpful interactions.
• Stay updated on new products, services, and policies.
• Participate in team meetings and training sessions, both in-person and remotely.

• Previous experience in a customer service or call center environment is highly desirable.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• High school diploma or equivalent; further education or certifications are a plus.
• Ability to multitask and manage time effectively.
• A proactive and customer-centric approach.
• Comfortable working in both an office environment and remotely.
• Knowledge of financial products or services is advantageous.
• Team player with a positive attitude.

• Lead, coach, and mentor a team of customer support representatives.
• Monitor team performance, set goals, and conduct regular performance reviews.
• Ensure the delivery of high-quality customer support and maintain service level agreements (SLAs).
• Handle escalated customer inquiries and resolve complex issues efficiently and effectively.
• Develop and implement customer support policies and procedures.
• Train new team members and provide ongoing training to enhance skills.
• Identify areas for process improvement and implement solutions to enhance efficiency.
• Analyze customer feedback and support metrics to identify trends and drive improvements.
• Collaborate with other departments to ensure a unified customer experience.
• Foster a positive and motivating team environment.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
• Proven experience in managing and motivating customer support teams.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• Experience in training and performance management.
• Strong organizational and time management skills.

• Leading, training, and motivating a team of customer support representatives.
• Setting performance goals and monitoring team productivity and quality of service.
• Handling escalated customer issues and resolving complex problems with efficiency and professionalism.
• Developing and implementing customer service policies and procedures.
• Analyzing customer feedback and support metrics to identify areas for improvement.
• Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborating with other departments to address customer needs and improve product/service offerings.
• Creating and maintaining a positive and productive work environment for the support team.
• Managing team schedules, ensuring adequate coverage during operating hours.
• Staying updated on product knowledge and industry trends to effectively support customers.
• Conducting regular team meetings and one-on-one performance reviews.

• Respond to customer inquiries via email, chat, and phone in a professional and timely manner.
• Troubleshoot and resolve customer issues related to products, services, and accounts.
• Provide accurate information about products, services, policies, and procedures.
• Escalate complex issues to appropriate departments when necessary.
• Document customer interactions and resolutions accurately in the CRM system.
• Identify and report recurring customer issues to contribute to service improvements.
• Build rapport and strong relationships with customers.
• Adhere to service level agreements (SLAs) and quality standards.
• Proactively offer solutions and identify opportunities to enhance customer satisfaction.
• Stay updated on product knowledge and company policies.
• Contribute to a positive and collaborative remote team environment.

• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• Proven experience in customer service, call center, or helpdesk roles.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Comfortable working independently and as part of a remote team.
• Reliable internet connection and a dedicated, quiet workspace.
• Experience with (Specific product/service related to the client) is an advantage.