0 Customer Service & Helpdesk jobs in Kenya

Company Description

At Ultimate Design, we believe the work nonprofits do is transformative. We partner with nonprofits, NGOs, and mission-driven networks to communicate their impact with clarity and emotion. Our team of storytellers, designers, developers, and digital thinkers is deeply passionate about social good. We help organizations tell their powerful stories and adopt the right technologies to work smarter, reach further, and grow stronger.

Role Description

This is a 6 months internship role for a Client Service Assistant. The role is hybrid, based in Kilimani division, with some work from home acceptable. The Client Service Assistant will be responsible for supporting client services, ensuring customer satisfaction, and assisting with customer service tasks. Additionally, the role includes aiding in finance-related tasks and maintaining effective communication with clients.

Responsibilities:

• Assist in managing client communications and scheduling meetings
• Support project coordination and follow-ups
• Maintain client records and feedback logs
• Help prepare client reports and presentations
• Assist in identifying new partnership opportunities
• Support proposal development and outreach efforts
• Conduct basic market research to inform client engagement strategie

Qualifications

• Skills in Client Services, Customer Service, and ensuring Customer Satisfaction
• Strong Communication skills
• Basic knowledge of Finance
• Excellent organizational and multitasking abilities
• Ability to work both independently and as part of a team
• Experience in a nonprofit setting is a plus
• Pursuing or completed a degree in Business, Communications, or a related field

About Us

Zeplin Investments Ltd is a leading Internet Service Provider (ISP) dedicated to delivering reliable connectivity and exceptional customer service. We specialize in providing tailored solutions to our clients while upholding the highest standards of operational excellence.

Position Overview

We are looking for a highly skilled and motivated Customer Service Agent to join our team. This role plays a key part in managing customer interactions, ensuring timely resolution of inquiries, and maintaining outstanding service standards. The ideal candidate will have proven experience in customer support, preferably within the ISP or telecommunications industry, and will contribute to both operational efficiency and customer satisfaction.

Key Responsibilities

• Manage customer interactions through CRM and support ticketing systems, ensuring timely and effective resolution.
• Provide technical support for customers experiencing internet connectivity issues through clear and accurate troubleshooting.
• Handle billing inquiries, process payments, and manage account adjustments with accuracy and professionalism.
• Educate customers on service plans, available upgrades, and changes to their accounts or service terms.
• Ensure all customer interactions align with company policies, quality standards, and regulatory requirements.
• Mentor and guide junior support agents by providing feedback and coaching to uphold service excellence.
• Maintain accurate records of customer interactions, service issues, and resolutions.
• Escalate unresolved matters to the relevant departments for timely resolution.
• Identify opportunities to improve customer satisfaction and retention by addressing service gaps.
• Collect and analyze customer feedback to support continuous service improvement.
• Collaborate with Sales, Technical Support, and Network Operations teams to deliver a seamless customer experience.

Requirements

• A
  minimum of a Diploma or Bachelor's degree
  in
  Business Administration, Communication, Public Relations, Information Technology
  or a related field.
• Proven experience of 2-4 years in a customer service role, preferably within the ISP or telecommunications industry.
• Strong technical acumen with the ability to troubleshoot internet connectivity effectively and related technical issues.
• Proficiency in using CRM platforms and support ticketing systems.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Demonstrated leadership abilities, with experience mentoring or training junior customer service staff considered an advantage.
• High level of attention to detail, with strong organizational and documentation skills.

Benefits

• Lunch is provided.
• Opportunities for career growth and professional development.
• A supportive and collaborative work environment.

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

Job Summary

You should be able to build strong customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. Ensure all customers are successfully using the payment gateway service

Responsibilities

• Guide customers through the onboarding process, helping them set up and integrate the company's

products or services into their operations smoothly.

• Serve as the primary point of contact for customers, addressing their inquiries, resolving issues, and

providing timely assistance.

• Aid with the development and improvement of the product by gathering feedback to identify recurring

issues and addressing these with the product manager.

• Train customers on how to effectively use the products or services, ensuring they understand the full

range of features and capabilities available to them.

• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and

retention

• Identify upselling and cross-selling opportunities based on the customer's needs and goals, contributing

to revenue growth.

• Review the customer journey, determine how it's supported, and use a consultative approach to help

clients overcome issues and achieve their goals

• Facilitate interaction and workflow among project team members, including third-party service providers,

to ensure timely deliverables

• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings

• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS

scores to identify areas for improvement

• Work with sales and marketing teams to boost customer referrals and develop case studies

Qualifications

• Bachelor's degree in Business Administration, Marketing or equivalent

• At least three years of experience in Customer Success, Communications, Marketing, Sales or Account Management.

• Knowledge of CRM and project management tools

• Excellent interpersonal skills

• Active team player, self-starter, and multitasker who can quickly adjust priorities.

To submit your application, kindly send your CV to

with the subject line
Customer Success Executive

Position Title:

Account Manager

Application Method:

1. Brief Description:

The Digital Monkeys Limited is a digital marketing agency based in Nairobi, Kenya. Over the past 9 years, we have remained dedicated to driving business results using expert digital services and a repeatable methodology to power our clients' brands. Our mission and vision revolve around empowering our clients through technology and creative thinking with the ultimate goal of establishing ourselves as the most efficient and reliable digital firm in Africa. 

The Account Manager position at our Company offers an exciting opportunity for experienced professionals passionate about the intersection of marketing, technology, and client relations. This role involves managing client accounts, collaborating with cross-functional teams, and implementing marketing strategies. This is a contractual position with ongoing career development opportunities.

1. Key Responsibilities:

The mission for this role in our Company is to enhance efficiency in service delivery and cross-functional collaboration, ensure high-quality work is delivered to clients, enhance customer relationships and retention, and grow client revenue. Responsibilities include:

1. Communicating with clients to gather project requirements, provide updates, and address inquiries.
2. Leading the development and execution of marketing campaigns based on the clients needs.
3. Conducting market research and analysis to identify industry trends and opportunities.
4. Collaborating with internal teams such as creative, digital and finance to ensure timely and successful project delivery.
5. Monitoring campaign performance metrics and preparing comprehensive reports for clients.
6. Developing and implementing innovative ideas and strategies to enhance client satisfaction and campaign effectiveness.

7. Committing to continuous learning and professional development.

8. Key Performance Indicators:

#

KPI

Weight

1

Client Satisfaction - Meeting Client KPIs

25%

2

Attentiveness & Responsiveness to Client Concerns

15%

3

Achieve a 30% increase in sales through upselling, cross-selling and RFPs

15%

4

Teamwork

15%

5

Continuous Learning and Development

10%

6

Compliance in Using Company Systems and Policies

10%

7

Upskilling & Developing the Account Management Team

10%

1. Key Competencies:

4.1 Qualifications:

1. 3 - 5 Years experience in marketing, advertising, or digital marketing agency, with a track record of successful client account management.
2. Project Management
3. Bachelor's degree or higher in Marketing, Business Administration, Communication, or a related field.
4. Strong written and verbal communication and presentation skills.
5. Exceptional organizational and time management abilities.
6. Proven ability to work independently and as part of a team in a fast-paced environment.
7. You have an expert understanding of digital marketing key figures, reporting metrics, delivery and analysis and excellent analytical skills and an affinity for data and trends.
8. Strong understanding of the competitive digital landscape across Search, Social, Native and Display.

4.2 Skills:

1. Client Relationship Management
2. Project Coordination - ensure delivery of all projects to the highest quality standards, proactively meeting and managing deadlines
3. Team Collaboration
4. Market Research and Analysis; Data Analysis and Reporting
5. Creative Problem-Solving and Strategic Thinking

The salary we are offering for this position ranges between KES 70, ,000 Gross

Join our team and embark on a rewarding journey to further develop your skills, expand your network, and advance your career in digital marketing as a Account Manager

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview
The Client Service Officer's principal responsibility is to provide after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail. The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales maintenance, which constitutes service quality that ensures continued patronage from the client.

Client Service Officers are required to:

• Have direct day to day interaction with customers
• Work with internal partners to obtain answers/solutions to client inquiries
• Acts as the advocate and impetus for process improvements within Citi.
• Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider
• Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities
• Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services

What you will do:

• Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analysis to address client needs
• Communicate resolutions to clients
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, its clients, and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

What we'll need from you:

• 1-3 years relevant experience
• Consistently demonstrate clear and concise written and verbal communication in English, French and Arabic
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
• Demonstrated ability to present concepts and influence / lead change
• Proven investigative, analytical and risk management skills with ability to understand and interpret statistics and metrics
• Self-motivated with high competency to follow through when facing obstacles
• Demonstrated initiative and creativity in problem solving
• Ability to organize own work and manage time
• Ability to work independently within a team environment
• Excellent technical skills (Excel, Word)
• Flexible and adaptable approach to a constantly changing work environment.

Education:

• Bachelor's degree /University degree (Minimum Second Upper Classification or Equivalent)
• Competency in Arabic and French (Written and Spoken) is an added advantage

By joining Citi, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

Job Family Group:
Customer Service

Job Family:
Institutional Customer Service

Time Type:
Full time

Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review
Accessibility at Citi.
View Citi's EEO Policy Statement and the Know Your Rights poster.

Company Description

Dechans Enterprises Co., Ltd. is a Kenyan-based renewable energy solutions provider focused on deploying advanced solar technologies to bridge the energy access gap in underserved rural communities. Our core services include the design, installation, and maintenance of off-grid and hybrid solar PV systems, as well as solar water heating solutions and borehole solarization for agricultural applications. In addition to renewable energy services, we supply electrical equipment to government institutions and development agencies, supporting public infrastructure and rural electrification programs. Our products include customized solar kits and 5G-enabled solar-powered security camera systems, and our upcoming AI-powered platform will enhance post-installation service delivery.

Role Description

This is a full-time, on-site role located in Nairobi for a Technical Support Specialist. The Technical Support Specialist will be responsible for providing technical support and troubleshooting assistance to customers, ensuring customer satisfaction is achieved. Daily tasks include diagnosing technical issues, providing timely resolutions, and maintaining a high level of customer support. The role also involves analyzing technical problems and collaborating with the team to develop effective solutions.

Qualifications

• Technical Support and Troubleshooting skills
• Analytical skills for diagnosing and solving technical problems
• Customer Support and ensuring Customer Satisfaction skills
• Excellent communication skills and ability to work in a team
• Experience in renewable energy or related fields is a plus
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field