3,528 Customer Service Specialist jobs in Kenya
Job Description
Job Position: Help Desk & Marketing Officer
Department: Marketing
Reports to: Marketing Manager
Job Summary:
The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.
Key Responsibilities:
1. Promotion of BINAA Ecosystem & Tenant Businesses
- Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
- Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
- Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
- Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.
2. Visitor Engagement & Foot Traffic Management
- Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
- Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
- Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
- Implement visitor feedback mechanisms to continuously improve customer experience.
- Provide maps, directories, and promotional materials to visitors for easy navigation.
Qualifications & Skills:
- Diploma or bachelor's degree in marketing, business administration, or a related field.
- Strong interpersonal and communication skills with a welcoming and professional demeanor.
- Experience in customer service, marketing, or retail management is an added advantage.
- Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
- Strong organizational and problem-solving skills.
- Proficiency in MS Office, customer service tools, and basic data reporting systems.
- Familiarity with social media and digital marketing trends is a plus.
Work Environment & Expectations:
- The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
- Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
- The officer should maintain a customer-centric and solution-oriented approach to interactions.
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Senior Customer Experience Specialist, Global Support
Posted 6 days ago
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Job Description
Our client is seeking a dedicated and empathetic Senior Customer Experience Specialist to join their dynamic, fully remote support team. This role is integral to ensuring our customers receive exceptional service and support across all touchpoints. As a Senior Specialist, you will be instrumental in resolving complex customer issues, providing expert guidance, and contributing to the continuous improvement of our customer service operations. You will handle escalated customer inquiries via multiple channels, including email, chat, and phone, maintaining a high level of professionalism and customer satisfaction. Your responsibilities will extend to identifying recurring customer pain points and collaborating with cross-functional teams to implement effective solutions. This role demands a proactive approach to customer engagement, a deep understanding of product offerings, and the ability to troubleshoot technical issues effectively. You will also play a key role in training and mentoring junior support staff, sharing best practices, and fostering a positive team environment. The ideal candidate possesses outstanding communication skills, excellent problem-solving abilities, and a genuine passion for helping others. You must be comfortable working independently, managing your time efficiently, and consistently meeting performance metrics in a remote setting. This is an exciting opportunity to make a significant impact on customer loyalty and brand reputation from anywhere in the world. You will be empowered to take ownership of customer issues and drive them to satisfactory resolution, ensuring every customer interaction reflects our commitment to excellence. We are looking for someone who thrives in a fast-paced environment and is adept at adapting to evolving customer needs and technological advancements. Your insights will be invaluable in shaping our customer service strategy and enhancing the overall customer journey. Join us in delivering world-class support and building lasting relationships with our valued customers.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical and non-technical support to customers through various communication channels.
- Resolve complex customer issues, escalating when necessary and ensuring timely follow-up.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Train and mentor new and existing customer support representatives.
- Collaborate with product and engineering teams to address customer-reported bugs and feature requests.
- Proactively identify opportunities to enhance the customer experience and build loyalty.
- Manage and prioritize a queue of support tickets effectively.
- Contribute to team meetings, sharing insights and solutions.
- Uphold high standards of customer service and professionalism at all times.
- Bachelor's degree in a related field or equivalent practical experience.
- At least 4 years of experience in customer service or technical support roles.
- Proven ability to handle complex customer escalations with tact and efficiency.
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Experience in a remote work environment is highly desirable.
- Ability to work flexible hours to cover different time zones.
- Demonstrated ability to work independently and manage time effectively.
- A patient and empathetic demeanor with a customer-first attitude.
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1
Remote Customer Success Specialist - Technical Support
Posted 6 days ago
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Job Description
Our client is seeking a highly motivated and empathetic Remote Customer Success Specialist to join their growing technical support team. This role is dedicated to ensuring our clients receive exceptional support and achieve maximum value from our products and services. You will be the primary point of contact for customers, resolving technical issues, answering inquiries, and providing guidance to enhance their experience. As a fully remote position, you will require excellent communication skills, a strong ability to troubleshoot technical problems independently, and a commitment to delivering outstanding customer service. Responsibilities include responding to support tickets, conducting remote troubleshooting sessions, documenting solutions, and escalating complex issues when necessary. The ideal candidate possesses a technical aptitude, patience, and a passion for helping others. You will work closely with product and engineering teams to relay customer feedback and contribute to product improvements. This is an excellent opportunity for a dedicated support professional to grow their career in a flexible, remote setting. We are looking for individuals who are proactive, detail-oriented, and thrive in a fast-paced, customer-centric environment. Your ability to empathize with customers and provide clear, concise solutions will be critical to your success. Join our client and be a vital part of ensuring customer satisfaction and loyalty through expert technical assistance. The role offers a chance to develop deep product knowledge and contribute to the success of a dynamic company, all while enjoying the benefits of remote work. We value individuals who are reliable, eager to learn, and committed to exceeding customer expectations.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and support requests via email, chat, and phone in a timely and professional manner.
- Troubleshoot and resolve technical issues related to the company's products or services.
- Guide customers through product features and functionalities, offering best practices.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments with detailed information.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Proactively identify opportunities to improve customer satisfaction and product usability.
- Provide feedback to product and engineering teams on common customer issues and feature requests.
- Manage and prioritize a queue of support tickets effectively.
- Maintain a high level of customer satisfaction through excellent service and problem-solving.
- Stay updated on product updates and technical changes.
- Participate in remote team meetings and training sessions.
- Proven experience in a customer support, technical support, or customer success role.
- Strong understanding of technical concepts and ability to troubleshoot software or hardware issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical information clearly.
- Proficiency in using helpdesk software and CRM systems.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and manage time effectively in a remote environment.
- Patience, empathy, and a customer-centric attitude.
- High school diploma or equivalent; technical certifications or a degree in a related field is a plus.
- Experience with remote collaboration tools (e.g., Slack, Zoom).
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2
Customer Service Team Lead - Technical Support
Posted 9 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.
Key Responsibilities:
Location: Machakos, Machakos, KE
Key Responsibilities:
- Lead, train, and mentor a remote team of customer service representatives providing technical support.
- Monitor team performance, identify areas for improvement, and implement coaching strategies.
- Handle escalated customer issues and provide expert-level technical troubleshooting.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Analyze customer feedback and support trends to identify opportunities for service enhancement.
- Collaborate with other departments to resolve complex customer issues and product feedback.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Contribute to the development and implementation of customer service policies and procedures.
- Foster a positive and productive team environment that promotes collaboration and continuous learning.
Location: Machakos, Machakos, KE
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3
Senior Customer Service Team Lead - Technical Support
Posted 20 days ago
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Job Description
Our client, a rapidly growing tech company that provides innovative software solutions, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support team. This role is critical in ensuring exceptional customer experiences and driving customer satisfaction for our user base. You will lead, mentor, and develop a team of customer service representatives, fostering a positive and high-performance culture within a virtual environment. Your responsibilities will include overseeing daily support operations, managing ticket queues, ensuring timely resolution of customer inquiries, and analyzing support metrics to identify trends and areas for improvement. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and excellent problem-solving skills. Experience with technical support, particularly for software products, is essential. You will be responsible for training new team members, conducting performance reviews, and implementing strategies to enhance customer retention and loyalty. This position requires outstanding communication skills, empathy, and the ability to de-escalate challenging situations effectively. You will collaborate closely with product development and sales teams to relay customer feedback and contribute to product enhancements. As a fully remote role, you will need to be a self-starter, highly organized, and adept at using virtual collaboration tools to manage your team and drive results. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and contribute to the success of a dynamic tech company from the convenience of your home office.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service representatives.
- Oversee daily support operations and ensure efficient ticket management.
- Provide training, coaching, and performance feedback to team members.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) and generate regular reports.
- Handle escalated customer issues and provide timely resolutions.
- Collaborate with other departments to address customer needs and product feedback.
- Maintain a high level of product knowledge and technical expertise.
- Foster a positive and supportive team environment.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Experience with technical support for software products is highly desirable.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to analyze data and identify actionable insights.
- Self-motivated, organized, and able to thrive in a remote work environment.
This advertiser has chosen not to accept applicants from your region.
4
Customer Service Team Lead - Remote Support Operations
Posted 3 days ago
Job Viewed
Job Description
Our client, a dynamic and customer-centric organization, is seeking an experienced and empathetic Customer Service Team Lead to manage and inspire their fully remote customer support team. This vital role will focus on ensuring exceptional customer experiences by guiding agents, monitoring service quality, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and the ability to motivate and develop a remote team. This position is 100% remote, offering the flexibility to work from your home office while fostering a positive and productive team environment. You will be instrumental in handling escalated customer issues, coaching team members, and contributing to the continuous improvement of support processes. Responsibilities include:
Qualifications:
This is an excellent opportunity for a dedicated customer service leader to shape a high-performing remote team and make a significant impact on customer satisfaction. If you are a natural leader with a commitment to service excellence, we encourage you to apply.
- Leading, training, and coaching a team of remote customer service representatives to achieve performance goals.
- Monitoring team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and providing regular feedback.
- Handling escalated customer inquiries and complex issues, ensuring timely and effective resolution.
- Developing and implementing customer service policies and procedures to improve efficiency and effectiveness.
- Ensuring adherence to service level agreements (SLAs) and quality standards.
- Collaborating with other departments to address customer feedback and improve products/services.
- Creating a positive and supportive team culture that promotes engagement and retention.
- Utilizing CRM and customer support platforms to track customer interactions and manage workflows.
- Identifying training needs and coordinating development opportunities for team members.
- Contributing to the strategic planning of customer support operations.
Qualifications:
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Demonstrated leadership skills and the ability to motivate and manage a remote team effectively.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and customer support ticketing systems.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- A passion for delivering outstanding customer experiences.
- High school diploma or equivalent required; Bachelor's degree is a plus.
This is an excellent opportunity for a dedicated customer service leader to shape a high-performing remote team and make a significant impact on customer satisfaction. If you are a natural leader with a commitment to service excellence, we encourage you to apply.
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5
Job Description
Position: Customer Service Supervisor
Reporting to: Head of Customer Service
Location: Nairobi
Role type: Full-Time
About SunCulture
Founded in 2012, SunCulture's Vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World's Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC. Over the last 5 years the company has grown significantly and now employs 400+ people around the world.
About The Role
The Customer Service Supervisor role holder is a dynamic and results-driven individual. He /she is a key contributor to the customer service department. The role holder will be responsible for leading a team of retention representatives to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.
Key Responsibilities
- Supervise and lead a team of customer service representatives, fostering a positive and collaborative environment through guidance, support, and coaching.
- Set and monitor performance targets for the team and individual members, implementing improvement plans as necessary to ensure goal attainment.
- Ensure high levels of customer satisfaction by overseeing the resolution of issues and escalations, and analyzing interactions for improvement opportunities.
- Implement and enforce quality assurance standards for customer interactions, conducting regular audits to maintain service quality.
- Identify training needs and facilitate ongoing development opportunities to enhance team skills and knowledge.
- Effectively allocate resources to ensure optimal efficiency and manage staffing levels to meet service demands.
- Generate regular reports on key performance indicators and utilize data-driven insights to identify trends and areas for improvement.
- Lead initiatives to improve processes and procedures, actively seeking and implementing best practices in customer service.
Qualifications
- Bachelor's degree in Business Administration, Communication, or a related field (preferred).
- 5 years of experience in Customer Service, including a minimum of 3 years in a supervisory or managerial role within a call center or customer service environment.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficient in using call center software and customer relationship management (CRM) tools.
- Knowledge of industry best practices and trends in customer service.
Interested?
Please apply online via this job portal. We respond to all candidates; however, only shortlisted candidates will be interviewed.
Please Note
SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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6
Customer Service Team Lead
Posted 20 days ago
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Job Description
Our client is seeking an experienced and dynamic Customer Service Team Lead to manage and inspire a fully remote customer support team. This leadership position requires a strategic thinker with a passion for delivering unparalleled customer service. You will be responsible for overseeing daily operations, setting performance targets, coaching and developing team members, and ensuring adherence to service level agreements. Your primary focus will be on driving team performance, improving customer satisfaction scores, and fostering a culture of excellence and continuous improvement. The ideal candidate will possess strong leadership, communication, and interpersonal skills, with a proven ability to motivate and guide a team in a remote environment. You should have a comprehensive understanding of customer service best practices, performance metrics, and effective problem-solving techniques. Experience with CRM systems, support ticketing platforms, and reporting tools is essential. You will also be involved in the recruitment and onboarding of new team members, as well as developing training programs. This role requires a proactive approach to identifying areas for improvement and implementing solutions that enhance the customer experience. You will act as a key liaison between the support team and other departments, ensuring seamless communication and collaboration. This is an exciting opportunity to lead a high-performing team and contribute significantly to the success of the company, supporting our valued customers in and around **Mlolongo, Machakos, KE**, all within a fully remote operational framework.
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7
Field Service Technician (Installation & Maintenance)
Posted 20 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and skilled Field Service Technician to join their growing installation and maintenance team. In this role, you will be responsible for the installation, configuration, maintenance, and repair of specialized equipment at customer sites. This position requires hands-on expertise, a strong understanding of mechanical and electrical systems, and a commitment to providing exceptional on-site service. Your duties will include performing scheduled preventative maintenance, troubleshooting and diagnosing equipment failures, and executing timely and effective repairs. You will work closely with clients to ensure their equipment is operating optimally and provide training on basic usage and maintenance procedures. The ideal candidate possesses a technical background, preferably with experience in industrial equipment, telecommunications, or a related field. Strong diagnostic and problem-solving skills are essential, along with the ability to read and interpret technical manuals and schematics. You must be proficient in using a variety of hand and power tools, as well as diagnostic equipment. Excellent customer service skills and the ability to communicate technical information clearly to non-technical users are crucial. This role requires significant travel to various client locations within the assigned territory. A valid driver's license and a clean driving record are mandatory. The ability to work independently, manage your schedule effectively, and adhere to safety protocols is paramount. This is a field-based position located in Thika, Kiambu, KE and surrounding areas, requiring a strong commitment to client satisfaction and operational excellence.
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8
Field Service Technician - Remote Installation & Maintenance Support
Posted today
Job Viewed
Job Description
Our client is seeking a skilled and adaptable Field Service Technician to provide remote support for installation and maintenance activities. This is a fully remote role, where you will be the primary point of contact, guiding on-site teams through complex technical procedures via video calls, detailed instructions, and remote diagnostic tools. You will be responsible for troubleshooting equipment malfunctions, ensuring correct installation of machinery and systems, and performing preventative maintenance oversight. The ideal candidate has a strong mechanical and electrical aptitude, excellent problem-solving skills, and the ability to clearly communicate technical information to individuals with varying levels of expertise. You will need to be resourceful and able to guide others through critical tasks, ensuring operational continuity and customer satisfaction.
Responsibilities:
Responsibilities:
- Provide remote technical assistance for the installation and maintenance of specialized equipment.
- Guide on-site personnel through troubleshooting procedures and diagnostic steps using video conferencing and communication tools.
- Interpret technical manuals, schematics, and blueprints to assist with installations and repairs.
- Diagnose and resolve mechanical, electrical, and software issues remotely.
- Oversee preventative maintenance schedules and ensure adherence to protocols.
- Document all remote support interactions, resolutions, and service reports accurately.
- Advise on parts replacement and necessary tools for on-site teams.
- Provide training and guidance to field personnel on equipment operation and maintenance.
- Collaborate with the internal engineering and support teams to escalate complex issues.
- Ensure that all remote support activities meet safety standards and quality benchmarks.
- Technical degree or certification in Mechanical Engineering, Electrical Engineering, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in field service, installation, or maintenance of industrial equipment.
- Strong understanding of mechanical, electrical, and electronic systems.
- Proficiency with diagnostic tools and remote communication technologies (video conferencing, screen sharing).
- Excellent problem-solving, troubleshooting, and analytical skills.
- Clear and concise communication abilities, both verbal and written.
- Ability to explain technical procedures effectively to non-technical staff.
- Demonstrated ability to work independently and manage time effectively in a remote setting.
- Flexibility to adapt to changing priorities and support diverse customer needs.
- Experience with (Specify industry/equipment type, e.g., industrial machinery, IT hardware) is highly desirable.
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