50 Customer Service Representatives jobs in Nairobi

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

We are looking for a Fluent English Speaking Customer Service Representative (CSR) to join our fast-paced team in the automotive industry.

This role involves handling both inbound and outbound calls while delivering exceptional service and driving sales conversions.

Key Requirements:

• Must have prior experience in a CSR role (mandatory) Automotive Experience is a PLUS.

• Excellent English speaking skills with clear and confident communication.

• Ability to work 7 hours/day, 6 days/week (42 hours/week).

• Flexible to work shift schedules and anytime between operational hours of 7:00 AM – 10:00 PM Eastern Time.

• Experience in the automotive industry is a plus (training can be provided).

• Committed to a long-term, full-time career opportunity.

What We Offer:

• Base salary + commission + performance-based incentives on every conversion.

• Career growth and long-term job security.

• Stable, supportive, and growth-oriented work environment.

• Training and continuous support to help you succeed.

• A collaborative, performance-driven work culture.

If you are hardworking, adaptable, and ready to grow with a fast-paced company, apply now and build your career with us

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor's degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools.

Skills:

• Excellent communication and problem-solving skills.
• Patience when handling tough cases with customers or others.
• Strong organizational and time-management skills.
• Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

• Willingness to travel to field locations as needed.
• Flexibility to participate in on-call rotations.

What We Offer:

• Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
• A dynamic, collaborative, and entrepreneurial work environment.
• Competitive salary and benefits package.
• Professional development opportunities and career growth potential.
• Hands-on experience in field operations within a growing industry.

• Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and accurate manner.
• Provide comprehensive product and service information to customers.
• Troubleshoot technical issues and guide customers through resolution steps.
• Escalate complex customer problems to appropriate departments or specialists when necessary.
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints within the CRM system.
• Adhere to company service standards and policies to ensure a consistent and high-quality customer experience.
• Identify opportunities for service improvements and provide feedback to the management team.
• Meet or exceed individual performance goals, including customer satisfaction ratings and response times.
• Collaborate effectively with team members and other departments to resolve customer issues.
• Continuously update knowledge of products, services, and company policies.

• High school diploma or equivalent; Associate's or Bachelor's degree is an advantage.
• Proven experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to remain patient and professional, even in challenging situations.
• Proficiency with computer systems, including CRM software and standard office applications.
• A genuine passion for customer service and a positive attitude.
• Ability to work independently and manage time effectively in a remote setting.
• Strong organizational skills and attention to detail.
• Availability to work flexible part-time hours as needed.

• Provide first-line and escalated support to customers via phone, email, and chat, addressing technical issues and inquiries.
• Diagnose and troubleshoot software and hardware problems, guiding users through step-by-step solutions.
• Maintain a deep understanding of our client's products and services to offer accurate and efficient support.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Identify recurring issues and trends, providing feedback to product and development teams for service improvements.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and user guides.
• Train and mentor new and junior support staff, sharing best practices and product knowledge.
• Manage customer expectations and ensure timely follow-up on unresolved issues.
• Escalate complex technical problems to appropriate internal teams (e.g., Tier 2 support, Engineering).
• Proactively identify opportunities to enhance the customer experience.
• Adhere to service level agreements (SLAs) and performance metrics.

• High school diploma or equivalent; a Bachelor's degree is a plus.
• Minimum of 3 years of experience in customer support, technical helpdesk, or a similar role.
• Proven ability to troubleshoot and resolve a wide range of technical issues.
• Excellent verbal and written communication skills, with a patient and professional demeanor.
• Proficiency with helpdesk software and CRM systems.
• Strong understanding of common operating systems (Windows, macOS) and web technologies.
• Ability to multitask and manage time effectively in a fast-paced remote setting.
• Demonstrated ability to work independently and as part of a distributed team.
• Experience in mentoring or leading small teams is advantageous.
• Passion for customer service and problem-solving.
• Familiarity with ticketing systems and support workflows.

• Respond to customer inquiries and resolve issues promptly via email, chat, and phone.
• Provide accurate information about products, services, and policies.
• Troubleshoot and diagnose customer problems, offering effective solutions.
• Document all customer interactions, feedback, and resolutions in the CRM system.
• Escalate complex issues to appropriate departments and follow up on resolution.
• Identify trends in customer issues and provide feedback for service improvement.
• Maintain a high level of customer satisfaction through excellent service delivery.
• Adhere to established service level agreements (SLAs) and company protocols.
• Contribute to the development of support documentation and knowledge base articles.
• Proactively identify opportunities to enhance the customer experience.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a remote setting.
• Patience, empathy, and a customer-centric attitude.
• Self-motivated and able to work independently with minimal supervision.
• Reliable internet connection and a dedicated workspace.