1,461 Customer Service & Helpdesk jobs in Kenya

**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 account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**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._

Our client, a rapidly expanding SaaS company renowned for its innovative solutions, is seeking a proactive and empathetic Senior Customer Success Manager to join their fully remote client engagement team. This crucial role will be dedicated to fostering strong, long-term relationships with our clients, ensuring they maximize the value and success of our products. You will be the primary advocate for your portfolio of clients, driving adoption, retention, and satisfaction.

The ideal candidate will possess exceptional communication, problem-solving, and relationship-building skills, with a deep understanding of customer success principles and SaaS environments. You will have a proven ability to understand client needs, identify opportunities for growth, and proactively address challenges.

Key responsibilities include:

• Onboarding new clients and ensuring a smooth and successful adoption of our products.
• Developing and executing customer success plans tailored to individual client goals.
• Proactively engaging with clients to monitor their health, identify potential issues, and offer solutions.
• Conducting regular business reviews to demonstrate value and identify expansion opportunities.
• Serving as the main point of contact for assigned accounts, addressing inquiries and concerns promptly.
• Collaborating with sales, product, and support teams to ensure a seamless client experience.
• Gathering client feedback and translating it into actionable insights for product improvement.
• Driving client advocacy, including testimonials, case studies, and referrals.
• Monitoring key success metrics such as adoption rates, churn, and customer lifetime value.
• Continuously improving customer success processes and best practices.

This is a fully remote position, offering the flexibility to work from anywhere. We are looking for an organized, driven, and client-centric individual who excels in a virtual collaborative setting. A bachelor's degree in Business, Marketing, Communications, or a related field is required. A minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role within the SaaS industry is essential. Proven experience in managing enterprise-level accounts and driving retention strategies is highly desirable. Excellent interpersonal skills, strong presentation abilities, and a strategic mindset are crucial. You will be part of a supportive and dynamic team, contributing to the growth and success of our client's customer base. The ability to build rapport and trust remotely, coupled with a passion for helping clients achieve their objectives, will set you apart.

Our client is seeking a proactive and relationship-driven Customer Success Manager to join their dedicated, fully remote team. This role is vital for ensuring our clients maximize the value they receive from our products and services, fostering long-term loyalty and driving customer retention. You will serve as the primary point of contact for a portfolio of assigned clients, guiding them through onboarding, adoption, and ongoing engagement. The ideal candidate possesses exceptional communication skills, a deep understanding of customer needs, and a passion for helping businesses succeed.

Key Responsibilities:

• Build and maintain strong, long-lasting relationships with a portfolio of assigned clients.
• Oversee the onboarding process for new clients, ensuring a smooth and successful transition.
• Proactively engage with clients to understand their business objectives and how our solutions can help achieve them.
• Monitor client health and identify at-risk accounts, developing and executing retention strategies.
• Conduct regular business reviews and check-ins to assess progress and identify opportunities for upselling or cross-selling.
• Serve as an advocate for clients, relaying feedback to internal product and support teams.
• Educate clients on new features, best practices, and relevant product updates.
• Identify opportunities for clients to further leverage our offerings.
• Track key customer success metrics and report on client satisfaction and retention.
• Collaborate with sales and support teams to ensure a seamless customer experience.

Qualifications:

• Proven experience in Customer Success, Account Management, or a related client-facing role, preferably in a B2B SaaS environment.
• Exceptional interpersonal, communication, and presentation skills.
• Demonstrated ability to build rapport and trust with clients.
• Strong understanding of customer lifecycle management and retention strategies.
• Ability to analyze data and derive actionable insights to drive customer engagement.
• Proactive problem-solver with a customer-centric mindset.
• Proficiency in CRM software (e.g., Salesforce) and customer success platforms.
• Self-motivated and able to work effectively independently in a fully remote setting.
• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.
• Experience in a remote work environment is highly advantageous.

This is an excellent opportunity to join a growing company and make a real impact on customer satisfaction and business growth, all while enjoying the flexibility of a remote role.

Our client is seeking a proactive and customer-centric Senior Customer Success Manager to join their thriving team. This is a fully remote position, allowing you to leverage your skills to build strong client relationships from anywhere. You will be responsible for managing a portfolio of key accounts, ensuring clients achieve their desired outcomes while using our client's products and services. Your primary focus will be on driving customer adoption, retention, and expansion by providing strategic guidance, proactive support, and valuable insights. Key responsibilities include onboarding new clients, conducting regular check-ins, identifying upsell and cross-sell opportunities, and acting as a trusted advisor to clients. You will also be tasked with gathering customer feedback, identifying areas for improvement, and collaborating with internal teams (product, sales, support) to enhance the overall customer experience. The ideal candidate will possess exceptional communication, interpersonal, and problem-solving skills, with a proven ability to understand customer needs and deliver tailored solutions. Experience in SaaS, technology, or a related field is highly advantageous. Strong organizational skills and the ability to manage multiple priorities in a fast-paced, remote environment are essential. Our client is committed to customer satisfaction and growth, and this role is critical to achieving those goals. If you are passionate about helping customers succeed and thrive in a remote work setting, this is an excellent opportunity to contribute significantly to our client's ongoing success and client retention efforts.

Our client, a rapidly growing technology firm, is seeking a highly motivated and experienced Senior Customer Success Manager to join our fully remote team. This role is central to ensuring our clients derive maximum value from our products and services, fostering long-term loyalty and driving retention. You will be responsible for managing a portfolio of key accounts, developing strategic success plans, and acting as a trusted advisor to our clients. This is a remote-first position, empowering you to deliver exceptional client support and engagement from anywhere within Kenya. The ideal candidate will possess a deep understanding of customer success principles and a proven ability to build strong relationships with diverse stakeholders. Key responsibilities include proactive client engagement, onboarding new clients, identifying upsell and cross-sell opportunities, managing renewals, and advocating for customer needs internally. You will analyze customer usage data to identify trends and areas for improvement, as well as gather feedback to inform product development. A Bachelor's degree in Business, Communications, or a related field is preferred, along with several years of experience in customer success, account management, or a similar client-facing role. Exceptional communication, interpersonal, and problem-solving skills are essential. You must be adept at navigating complex client challenges, resolving issues efficiently, and communicating technical information clearly. Proficiency with CRM software (e.g., Salesforce) and customer success platforms is highly desirable. This role, with an emphasis on supporting clients connected to **Kitale, Trans-Nzoia, KE**, requires an individual who is self-driven, organized, and passionate about client advocacy. You will be instrumental in shaping the customer experience and contributing to our client's continued success in the market. We are looking for a proactive and empathetic individual who can build trust and deliver tangible value to our customers.

Our client, a leader in software solutions, is seeking a dedicated and technically proficient Senior Customer Support Specialist to join their fully remote support team. This role is pivotal in providing exceptional technical assistance to customers, resolving complex issues, and ensuring a high level of customer satisfaction. The ideal candidate will possess strong troubleshooting skills, a deep understanding of software applications, and excellent communication abilities to guide customers through technical challenges. You will be responsible for managing incoming support tickets, diagnosing software-related problems, providing timely resolutions, and escalating issues when necessary. This position requires a proactive approach to customer service, a commitment to continuous learning, and the ability to work effectively in a fast-paced, remote environment.

Responsibilities:

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and chat.
• Diagnose, troubleshoot, and resolve complex software issues and technical problems.
• Guide customers through product features, functionalities, and best practices.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Create and maintain knowledge base articles and FAQs to empower customers and internal teams.
• Identify trends in customer issues and provide feedback to product and development teams for improvement.
• Contribute to improving customer support processes and workflows.
• Assist in training and mentoring junior support staff.
• Manage customer expectations and ensure timely follow-up on all inquiries.
• Provide proactive support and guidance to key accounts.
• Ensure all support activities align with company service level agreements (SLAs).
• Stay current with product updates, new features, and industry best practices.
• Handle customer escalations with empathy and professionalism.
• Contribute to a positive and collaborative team environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in technical customer support or a related role.
• Proven ability to troubleshoot and resolve complex software and hardware issues.
• Excellent understanding of operating systems, networking concepts, and common software applications.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using ticketing systems and CRM software (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Strong analytical and problem-solving skills.
• A customer-centric mindset with a passion for helping others.
• Experience with SaaS products and cloud-based environments is a plus.
• Ability to adapt quickly to new technologies and product updates.

This is an exciting opportunity to contribute to customer success in a remote-first environment, with the designated operational location being Machakos, Machakos, KE .

Our client is seeking a proactive and relationship-driven Customer Success Manager for a fully remote position. You will be responsible for ensuring that our clients derive maximum value from our products/services, fostering long-term partnerships, and driving customer retention and growth. This role is critical to our client's success and requires a deep understanding of customer needs and a commitment to their success.

Key Responsibilities:

• Building and maintaining strong, long-lasting relationships with a portfolio of assigned clients.
• Onboarding new clients and ensuring a smooth and successful transition.
• Proactively engaging with clients to understand their business objectives and challenges.
• Monitoring customer health and identifying opportunities for upselling or cross-selling.
• Providing strategic guidance and best practices to clients to maximize their use of our solutions.
• Acting as the voice of the customer internally, providing feedback to product and engineering teams.
• Resolving client issues and escalating them to appropriate internal teams when necessary.
• Tracking key customer success metrics, such as adoption rates, churn, and customer satisfaction.
• Conducting regular business reviews with clients to assess progress and identify future opportunities.
• Collaborating with sales and support teams to ensure a unified customer experience in a remote environment.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer success, account management, or a client-facing role, preferably in a SaaS environment.
• Proven ability to build and maintain strong client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and best practices.
• Ability to analyze data and translate insights into actionable strategies.
• Self-motivated, organized, and able to manage multiple priorities effectively in a remote setting.
• Experience with CRM and customer success platforms is essential.
• A passion for helping customers achieve their goals.

This remote role requires excellent communication, organizational skills, and the ability to build rapport virtually. If you are passionate about customer advocacy and driving client value, apply today.

Our client is seeking a dedicated and proactive Senior Customer Success Manager to join their fully remote team. This role is pivotal in ensuring our client's customers achieve maximum value from their products and services. You will be the primary point of contact for a portfolio of key accounts, building strong relationships, driving adoption, and identifying opportunities for growth. The ideal candidate possesses exceptional communication skills, a deep understanding of customer needs, and a passion for delivering outstanding service in a remote-first environment. This position demands strategic thinking, problem-solving abilities, and a commitment to customer satisfaction.

Responsibilities:

• Manage a portfolio of high-value customer accounts, serving as their main point of contact and trusted advisor.
• Develop and execute customer success plans tailored to each client's unique goals and objectives.
• Proactively engage with customers to drive product adoption, utilization, and retention.
• Monitor customer health metrics and identify potential risks or churn indicators, implementing proactive interventions.
• Conduct regular business reviews with customers to assess progress, share insights, and identify upsell/cross-sell opportunities.
• Onboard new customers, ensuring a smooth transition and rapid time-to-value.
• Provide exceptional support and timely issue resolution, escalating complex problems as needed.
• Gather customer feedback and collaborate with product and engineering teams to influence product roadmap and improvements.
• Educate customers on new features, best practices, and evolving product capabilities.
• Contribute to the development of customer success best practices and resources.
• Track and report on key customer success metrics, such as retention rates, net promoter score (NPS), and customer lifetime value (CLTV).
• Foster strong, long-term relationships with key customer stakeholders.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within a SaaS or technology company.
• Proven track record of managing enterprise-level accounts and driving customer retention and growth.
• Exceptional interpersonal, communication, and presentation skills.
• Strong understanding of customer success principles and methodologies.
• Ability to analyze data and translate customer insights into actionable strategies.
• Experience with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero).
• Excellent problem-solving and negotiation skills.
• Self-motivated and able to work independently and collaboratively in a remote team setting.
• Ability to manage multiple priorities and deadlines effectively.
• Experience in (mention a relevant industry if applicable, e.g., FinTech, EdTech) is a plus.

This fully remote role serves our client in **Kitale, Trans-Nzoia, KE**. Join our client and help shape exceptional customer experiences.

Our client is seeking a highly proficient and empathetic Remote Technical Support Specialist to join their growing global support team. This is a fully remote position, empowering you to provide exceptional technical assistance from your chosen location. You will be the second line of defense, tackling complex technical issues escalated from our Tier 1 support and ensuring swift resolution for our valued customers. The ideal candidate possesses a deep technical knowledge across various operating systems, software applications, and hardware, coupled with outstanding communication and problem-solving skills. You will be responsible for diagnosing, troubleshooting, and resolving intricate technical problems through various channels, including phone, email, and chat. This role requires patience, a customer-centric approach, and the ability to clearly explain technical solutions to non-technical users.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for complex hardware, software, and network issues.
• Diagnose and resolve escalated customer issues in a timely and efficient manner.
• Document all technical issues, solutions, and customer interactions in the ticketing system.
• Collaborate with engineering and development teams to identify and resolve recurring issues and provide feedback for product improvement.
• Develop and maintain technical knowledge base articles and FAQs for both internal support staff and end-users.
• Guide customers through step-by-step solutions, clearly and concisely.
• Identify opportunities to improve support processes and customer experience.
• Participate in training sessions to stay updated on new products and technologies.
• Monitor support queues and ensure service level agreements (SLAs) are met.

This fully remote role offers a fantastic opportunity to leverage your technical expertise in a supportive and flexible environment. Our client is committed to providing excellent customer service and investing in their employees' growth. If you are a passionate problem-solver who thrives on helping others and enjoys working independently while being part of a collaborative team, we encourage you to apply. You will play a critical role in ensuring customer satisfaction and maintaining the reputation of our client’s services through expert remote support.