1,482 Customer Service & Helpdesk jobs in Kenya

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.

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

Company Description

Givva Wealthtech Limited, a social enterprise incorporated in Kenya, builds wealthy, genuine communities. We are a wealth technology company that empowers communities to shape their own destiny, foster trust, and maximize their potential through technology and financial information. We conduct various trainings on financial freedom and provide a mobile-app platform to help communities and their members make sound financial decisions.

Role Description

This is a full-time on-site role for a Customer Manager located in Nairobi County, Kenya. The Customer Manager will be responsible for ensuring customer satisfaction, managing customer accounts, and delivering excellent customer service. The role will require regular communication with clients, analytics to understand customer needs, and strategies to enhance client relationships.

Qualifications

• Customer Satisfaction and Customer Service skills
• Analytical Skills
• Communication skills
• Account Management skills
• Ability to work independently and manage multiple tasks effectively
• Bachelor's degree in Business, Marketing, or related field
• Experience in the finance or technology industry is a plus

Customer Experience Specialist (E-commerce & Support Platforms) - Remote

About TalentPop
At TalentPop, we believe that great customer service isn't just about solving problems—it's about building relationships. We're a remote team dedicated to helping e-commerce brands thrive by providing an exceptional customer experience. We're looking for a friendly, proactive, and tech-savvy individual to join us and help make every customer interaction a positive one.

What You'll Do

You'll Be On The Front Lines, Helping Customers And Ensuring They Have a Seamless Experience. Using Various Support And E-commerce Platforms, You'll Manage Customer Inquiries And Provide Timely, Accurate Solutions. Your Day-to-day Will Involve

• Communicating with customers via chat, email, and phone.
• Resolving issues related to orders, products, and accounts with empathy and efficiency.
• Becoming an expert on the brands you support, providing informed and thoughtful assistance.
• Collaborating with the team to maintain a high standard of service.

Who We're Looking For

We're Seeking a Reliable Professional Who Has

• At least 1 year of experience in a remote customer-facing role.
• Excellent written and verbal communication skills.
• Experience with e-commerce platforms like Shopify or help desks like Gorgias, Zendesk, or similar is a big plus.
• The ability to work independently and manage multiple tasks.

What We Offer

We value our team and are committed to your success and well-being. We offer:

• Competitive pay and performance-based raises.
• Paid time off and holiday bonuses.
• Health and dental benefits or a health stipend.
• A fully remote work environment.
• Opportunities for career growth as we continue to expand.

Remote Work Requirements

To ensure you're set up for success in this role, you'll need:

• A reliable computer or laptop (i5 processor or equivalent preferred).
• A stable internet connection (at least 15 Mbps upload/download).

When applying, use application code:
CS
Ready to Join Us?

If you're experienced in remote customer service, and excited about delivering outstanding customer experiences from home, we'd love to hear from you. Apply now and grow with a team that values your work and your well-being.

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

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

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

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.

Job Title: Technical Support Intern

Job Overview:

We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.

**Responsibilities:**

1. **Customer Support:**

* Provide prompt and effective technical support to customers via phone, email, or chat.

* Diagnose and troubleshoot technical issues related to software or network connectivity.

2. **Issue Resolution:**

* Investigate and analyze technical problems, identifying root causes and implementing solutions.

* Escalate complex issues to the appropriate internal teams for resolution.

3. **Documentation:**

* Create and maintain detailed documentation, including troubleshooting steps and solutions.

* Contribute to knowledge base articles to assist customers and internal teams.

4. **Communication:**

* Communicate technical information in a clear and understandable manner to both technical and non-technical users.

* Keep customers informed of the status and progress of their technical support requests.

5. **Product Knowledge:**

* Stay updated on product features, enhancements, and updates.

* Provide training to customers on the effective use of products and services.

6. **Quality Assurance:**

* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.

* Participate in quality assurance activities to enhance overall support effectiveness.

7. **System Maintenance:**

* Monitor and maintain server and systems uptime to ensure optimal performance.

* Implement preventive measures to minimize downtime and service interruptions.

8. **Collaboration:**

* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.

* Provide feedback on product improvements based on customer interactions.

9. **Continuous Learning:**

* Stay current with industry trends, technologies, and best practices in technical support.

* Attend training sessions and workshops to enhance technical skills.

**Required Skills & Qualifications:**

* Strong troubleshooting and analytical skills

* Excellent verbal and written communication

* Knowledge of networking and software systems

* Proficiency in Linux operating systems and command line

*
Available for 12-hour shifts

*
Ability to create and manage emergency protocols during system downtimes

* Experience coordinating urgent responses with relevant stakeholders

* Strong prioritization and crisis management skills

* Customer service oriented

*
Bachelor's degree in Computer Science.

*
Knowledge of ticketing systems

* Basic scripting/programming skills

* Strong documentation abilities

* Time management skills

* Ability to work under pressure

• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Available to work 24/7 with one day off in the week(night and day shift.
• Able to perform other roles as assigned.

Starting pay:

25,000KES