87 Customer Service & Helpdesk jobs in Kenya

Client Service Officer - Arabic Speaking (Hybrid)

Nairobi, Nairobi Citigroup

Posted 12 days ago

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Job Description

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 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 (Written and Spoken)
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.
#LI-LC1
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**Job Family Group:**
Customer Service
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**Job Family:**
Institutional Customer Service
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**Time Type:**
Full time
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**Most Relevant Skills**
Please see the requirements listed above.
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**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
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_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._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
This advertiser has chosen not to accept applicants from your region.

Customer Service Representative - Portuguese

Nairobi, Nairobi The Cigna Group

Posted 19 days ago

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Job Description

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated
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Spanish Speaking Customer Service Representative

Nairobi, Nairobi The Cigna Group

Posted 19 days ago

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Job Description

International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
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Customer Service Representative - Portuguese

Nairobi, Nairobi The Cigna Group

Posted 19 days ago

Job Viewed

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Job Description

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated
This advertiser has chosen not to accept applicants from your region.

Remote Technical Support Specialist

90101 Mumbuni KES65000 Annually WhatJobs

Posted today

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Job Description

full-time
Our client is looking for a dedicated and knowledgeable Remote Technical Support Specialist to provide exceptional assistance to their customers. This fully remote position requires you to be a primary point of contact for users experiencing technical difficulties with our client's products and services. You will diagnose and troubleshoot hardware, software, and network issues, guiding users through step-by-step solutions via phone, email, and chat. The role involves meticulously documenting all support interactions, tracking issues, and escalating complex problems to higher-level support teams when necessary. Maintaining a high level of customer satisfaction is paramount. The ideal candidate will possess strong analytical and problem-solving skills, patience, and empathy when dealing with users. Proficiency in common operating systems (Windows, macOS, Linux) and a solid understanding of network protocols are essential. Experience with remote desktop tools and ticketing systems is a must. This is a remote-first opportunity, offering the flexibility to work from your chosen location. You will be instrumental in ensuring our client's customers receive prompt and effective technical support. Responsibilities include providing first-level technical support, resolving common user issues, educating users on product features and functionalities, creating and updating knowledge base articles, and participating in team meetings to share insights and best practices. A commitment to continuous learning and staying updated on new technologies is crucial. If you are passionate about technology and helping others, this role is for you.
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Remote Customer Success Manager - SaaS Solutions

20100 Mwembe KES90000 Annually WhatJobs

Posted today

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Job Description

full-time
Our client, a rapidly growing Software-as-a-Service (SaaS) company, is seeking a dedicated and proactive Remote Customer Success Manager to ensure our clients maximize the value of our platform. This role is fully remote, allowing you to contribute from anywhere. You will be the primary point of contact for a portfolio of clients, fostering strong relationships, driving product adoption, and ensuring client retention and satisfaction. Your responsibilities will include onboarding new clients, providing ongoing training and support, proactively identifying and addressing client challenges, and advocating for client needs within the company. You will conduct regular check-ins, business reviews, and performance analysis with clients to ensure they are achieving their desired outcomes. Success in this role means reducing churn, increasing customer lifetime value, and turning clients into enthusiastic advocates. The ideal candidate will possess excellent communication, problem-solving, and organizational skills, with a passion for helping customers succeed. Experience with CRM software and a background in customer-facing roles within the tech industry are essential. You should be adept at understanding client business objectives and aligning them with our product's capabilities. A strong ability to manage multiple client accounts simultaneously, prioritize tasks, and work effectively in a remote team environment is crucial. This position offers the opportunity to make a significant impact on client relationships and contribute to the company's sustained growth.

Key Responsibilities:
  • Manage a portfolio of client accounts to ensure successful adoption and utilization of the SaaS platform.
  • Onboard new customers, providing comprehensive training and guidance.
  • Proactively engage with clients to understand their needs, challenges, and goals.
  • Conduct regular business reviews and provide insights on product usage and value.
  • Identify and mitigate churn risks, implementing retention strategies.
  • Serve as the voice of the customer internally, providing feedback to product and sales teams.
  • Drive upsell and cross-sell opportunities by understanding client expansion needs.
  • Troubleshoot and resolve client issues promptly and effectively.
  • Foster strong, long-term relationships with key client stakeholders.
Qualifications:
  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • Proven experience in Customer Success,
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Senior Customer Service Manager

00200 Abothuguchi West KES390000 Annually WhatJobs

Posted today

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Job Description

full-time
Our client is seeking an experienced and dynamic Senior Customer Service Manager to lead and motivate their remote customer support team. This role is pivotal in ensuring exceptional customer experiences and driving customer satisfaction across all touchpoints. You will be responsible for setting service standards, developing training programs, managing team performance, and implementing strategies to improve customer retention and loyalty. The ideal candidate will have a proven track record in customer service leadership, strong communication and interpersonal skills, and a deep understanding of customer service best practices. You should be adept at using CRM software, customer service platforms, and performance analytics tools. This position requires excellent problem-solving abilities, strategic thinking, and the capacity to inspire and guide a geographically dispersed team.

Key Responsibilities:
  • Lead, mentor, and manage a team of remote customer service representatives.
  • Develop and implement customer service policies, procedures, and quality standards.
  • Monitor team performance, provide regular feedback, and conduct performance reviews.
  • Train new hires and provide ongoing development opportunities for the team.
  • Handle escalated customer issues and ensure timely and satisfactory resolution.
  • Analyze customer feedback and service data to identify trends and areas for improvement.
  • Implement strategies to enhance customer satisfaction, loyalty, and retention.
  • Collaborate with other departments (e.g., Sales, Product) to address customer needs and improve the overall customer experience.
  • Manage the scheduling and allocation of resources for the customer service team.
  • Stay updated on industry trends and best practices in customer service and remote team management.
Required Qualifications:
  • Bachelor's degree in Business Administration, Management, or a related field.
  • Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role overseeing remote teams.
  • Proven experience in developing and implementing customer service strategies.
  • Strong understanding of customer service metrics and KPIs (e.g., CSAT, NPS, FCR).
  • Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer service tools.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to inspire and motivate a remote team.
  • Strong organizational and time-management skills.
  • Must have a reliable internet connection and a professional home office setup.
This is an excellent opportunity for a seasoned customer service leader to make a significant impact in a fully remote role, driving customer excellence and team success.
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Remote Customer Support Specialist - Technical Assistance

20301 Kisumu KES50000 month WhatJobs

Posted today

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Job Description

full-time
WhatJobs is recruiting a dedicated and empathetic Remote Customer Support Specialist to provide exceptional technical assistance to our users. This role is vital in ensuring customer satisfaction by resolving inquiries and issues efficiently and professionally. As a remote team member, you will be the first point of contact for customers seeking help through various channels, including email, chat, and phone. Your primary responsibility will be to understand customer problems, troubleshoot technical issues, and provide clear, accurate solutions. You will need to maintain a high level of product knowledge and stay updated on any changes or new features. Excellent communication skills, patience, and a problem-solving attitude are crucial for success in this position. You will be expected to document customer interactions, escalate complex issues when necessary, and contribute to our knowledge base. We are looking for individuals who are self-motivated, organized, and thrive in a remote work environment. The ideal candidate is a good listener, empathetic, and passionate about helping others. You will work within a supportive team, collaborating to improve customer service processes and outcomes. This role offers a great opportunity to develop your skills in customer service and technical support within a growing company, all while enjoying the flexibility of a remote job.

Responsibilities:
  • Respond to customer inquiries and resolve technical issues via email, chat, and phone.
  • Provide accurate and timely information to customers regarding products and services.
  • Troubleshoot technical problems and guide customers through solutions.
  • Document all customer interactions and resolutions in the CRM system.
  • Escalate complex issues to appropriate departments or senior support staff.
  • Contribute to the development and maintenance of the customer support knowledge base.
  • Identify recurring customer issues and provide feedback to product/development teams.
  • Maintain a high level of customer satisfaction and build strong customer relationships.
  • Adhere to established support procedures and service level agreements (SLAs).
  • Participate in team meetings and training sessions to enhance skills.
  • Ensure a positive and professional customer experience at all times.
  • Stay updated with product updates and technical specifications.

Qualifications:
  • High school diploma or equivalent; associate's or bachelor's degree is a plus.
  • Proven experience (1-2 years) in customer service or technical support.
  • Excellent communication skills, both written and verbal.
  • Strong listening and empathy skills.
  • Proficiency in using CRM software and helpdesk systems.
  • Ability to troubleshoot technical issues effectively.
  • Patience and a positive attitude when interacting with customers.
  • Strong organizational and time-management skills for remote work.
  • Ability to work independently and as part of a remote team.
  • Must have a reliable internet connection and a quiet workspace.
  • Familiarity with (mention specific relevant software/products, e.g., ticketing systems, SaaS platforms) is advantageous.
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Virtual Technical Support Specialist

20100 Mwembe KES50000 month WhatJobs

Posted today

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Job Description

full-time
Our client is seeking a skilled and customer-oriented Virtual Technical Support Specialist to provide remote assistance to users encountering technical issues. This fully remote position requires strong diagnostic and problem-solving abilities, coupled with excellent communication skills. You will be responsible for troubleshooting hardware, software, and network problems, guiding users through step-by-step solutions, and escalating complex issues to higher-level support teams when necessary. Key duties include responding to support requests via phone, email, and chat, documenting all interactions and resolutions, and maintaining a high level of customer satisfaction. You will need to possess a deep understanding of common operating systems, applications, and IT infrastructure. The ability to explain technical concepts in a clear and concise manner to users with varying levels of technical expertise is crucial. This role demands a patient, empathetic, and resourceful individual who thrives in a remote work environment. Proficiency with remote desktop support tools and ticketing systems is essential. You will be expected to stay updated on product knowledge and support best practices. We are looking for someone who is proactive in identifying recurring issues and suggesting improvements to knowledge base articles or support processes. Your contributions will be vital in ensuring seamless user experiences and minimizing downtime for our client's customers. A bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field, along with prior experience in technical support, is highly preferred. Strong analytical skills and the ability to work independently and as part of a remote team are key requirements for success in this role. This is an excellent opportunity to leverage your technical expertise to help others and grow your career in a dynamic industry.
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Senior Customer Support Specialist - Technical

10200 Mumbuni KES480000 Annually WhatJobs

Posted today

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full-time
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to provide exceptional technical assistance and customer service. This position is fully remote, allowing you to work from any location in Kenya. You will be the primary point of contact for customers experiencing technical issues with our products and services, offering timely and effective solutions. Responsibilities include troubleshooting software and hardware problems, guiding customers through complex procedures, and documenting all customer interactions and resolutions. You will also be responsible for identifying recurring issues, escalating them to the appropriate teams, and contributing to the knowledge base with solutions and workarounds. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and a passion for helping others. You must be patient, empathetic, and have outstanding communication skills, both written and verbal. Experience with CRM software and ticketing systems is essential. This role demands a proactive approach, the ability to manage a high volume of inquiries, and a commitment to customer satisfaction. As a senior member of the team, you may also be involved in training new support staff and providing feedback on product usability. Your ability to remain calm and professional under pressure will be key to your success in this demanding yet rewarding remote role. Join us and be a vital part of delivering outstanding customer experiences.

Key Responsibilities:
  • Provide technical support to customers via phone, email, and chat.
  • Troubleshoot and resolve customer issues related to software and hardware.
  • Document customer interactions, issues, and resolutions in the CRM system.
  • Escalate complex technical issues to the relevant engineering or development teams.
  • Develop and maintain knowledge base articles and FAQs.
  • Identify trends in customer issues and provide feedback to product development teams.
  • Assist with customer onboarding and training.
  • Contribute to team goals and performance metrics.

Qualifications:
  • Associate's or Bachelor's degree in Computer Science, IT, or a related field.
  • Minimum of 3 years of experience in customer support or technical helpdesk roles.
  • Proven experience in troubleshooting software and hardware issues.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Familiarity with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
  • Ability to work independently and manage time effectively in a remote environment.
  • Customer-focused attitude with a commitment to providing excellent service.
  • Experience in technical writing is a plus.
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