What Jobs are available for Customer Service in Eldoret?
Showing 424 Customer Service jobs in Eldoret
Customer Service Representative (Remote)
Posted 2 days ago
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Job Description
Our client is seeking enthusiastic and customer-focused individuals to join their team as Remote Customer Service Representatives. This position offers the flexibility to work from home while providing exceptional support to our valued customers. You will be the primary point of contact for customer inquiries, issues, and feedback, ensuring a positive and efficient experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong problem-solving aptitude.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues effectively and efficiently, escalating complex problems when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
- Identify and assess customers' needs to achieve satisfaction.
- Build and maintain strong relationships with customers through clear and consistent communication.
- Process orders, forms, applications, and requests as needed.
- Contribute to team effort by accomplishing related results as needed.
- Adhere to company service standards and provide first-contact resolution whenever possible.
- Proactively identify opportunities to improve the customer experience.
- Participate in ongoing training sessions to enhance product knowledge and service skills.
- Provide feedback on customer service trends and potential product/service improvements.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening abilities.
- Excellent verbal and written communication skills.
- Familiarity with CRM systems and practices.
- Ability to multi-task, prioritize, and manage time effectively.
- Patience and empathy when dealing with customer concerns.
- Proficiency in computer applications and comfortable learning new software.
- Ability to work independently and as part of a remote team.
- A dedicated workspace with a reliable internet connection.
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Senior Customer Support Representative
Posted 2 days ago
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Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Representative to provide exceptional assistance and technical guidance to their valued customers. This role operates on a hybrid model, combining the flexibility of remote work with essential in-office collaboration. As a Senior Representative, you will handle complex customer inquiries, troubleshoot technical issues, and provide timely resolutions across various communication channels, including phone, email, and live chat. You will serve as a point of escalation for junior team members, offering mentorship and support to ensure consistent service quality. Key responsibilities include maintaining a deep understanding of our client's products and services, documenting customer interactions accurately in the CRM system, and identifying recurring issues to suggest process improvements. You will also be responsible for educating customers on product features and best practices, ensuring they maximize their experience. The ideal candidate possesses outstanding communication and interpersonal skills, with a patient and professional demeanor. A strong aptitude for problem-solving and a knack for de-escalating challenging situations are crucial. Previous experience in a customer-facing role, preferably in a technical support capacity, is essential. Proficiency in using helpdesk software and a commitment to delivering outstanding customer service are non-negotiable. You must be adaptable, efficient, and able to manage your time effectively in both remote and office settings. This position offers an excellent opportunity to grow within a supportive team, contributing to customer satisfaction and the overall success of our client's operations in **Kitale, Trans-Nzoia, KE**.
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1
Job Description
Our client is seeking an experienced and motivated Customer Support Lead to oversee their customer service operations. This role is pivotal in ensuring exceptional customer satisfaction and providing timely, effective solutions to client inquiries. As the Lead, you will manage a team of customer support representatives, providing guidance, training, and performance management. Your responsibilities will include developing and implementing customer service policies and procedures, monitoring team performance metrics, analyzing customer feedback, and identifying areas for improvement. You will also handle escalated customer issues, acting as a point of escalation for complex problems that require senior intervention. The ideal candidate possesses outstanding interpersonal and communication skills, with a strong ability to resolve conflicts and de-escalate challenging situations. Experience in team leadership, customer relationship management (CRM) systems, and ticketing software is essential. A deep understanding of customer service best practices and principles is required. You should be adept at creating a positive and supportive team environment, fostering a culture of excellent customer care. This role requires a strategic thinker who can contribute to the overall customer experience strategy. The ability to analyze data, identify trends, and translate them into actionable insights is crucial. This position is based in our client's office located in Kitale, Trans-Nzoia, KE .
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2
Customer Support Team Lead
Posted 2 days ago
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Job Description
Our client, a dynamic tech startup revolutionizing the software industry, is seeking a proactive and customer-centric Customer Support Team Lead to join their fully remote support team. This role is essential for ensuring exceptional customer experiences and driving customer satisfaction. You will be responsible for leading a team of customer support representatives, managing daily operations, and implementing strategies to enhance service quality and efficiency. The ideal candidate will have a proven track record in customer service management, strong leadership abilities, and a deep understanding of customer support best practices. Key responsibilities include training and coaching support staff, monitoring performance metrics (e.g., response times, resolution rates, customer satisfaction scores), and resolving complex customer issues. You will also contribute to the development of support documentation and knowledge base articles. This is a fully remote position, requiring excellent communication, organizational, and problem-solving skills. The ability to motivate and guide a distributed team effectively is crucial. You will work closely with product, sales, and engineering teams to provide customer feedback and identify areas for improvement. A minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or team lead role, is required. Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is essential. A strong understanding of SaaS products and customer success principles is highly desirable. If you are passionate about delivering outstanding customer service, possess strong leadership qualities, and thrive in a remote work environment, we encourage you to apply. Join our client's growing team and help build lasting customer relationships from Kitale, Trans-Nzoia, KE and globally.
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3
Lead Customer Support Engineer
Posted 2 days ago
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Job Description
Our client is seeking a dynamic and experienced Lead Customer Support Engineer to manage their fully remote support operations. In this critical role, you will be responsible for overseeing a team of customer support professionals, ensuring the delivery of exceptional technical assistance and timely resolution of complex customer issues. You will act as a point of escalation for challenging technical problems, leveraging your deep understanding of the product and customer needs to provide effective solutions. Your responsibilities will include developing and implementing support strategies, optimizing support workflows, and contributing to the improvement of support documentation and knowledge bases. You will also play a key role in training and mentoring support agents, fostering a culture of continuous learning and customer advocacy.
The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for customer success. You must be adept at troubleshooting advanced technical issues, diagnosing software or hardware malfunctions, and guiding customers through complex procedures. Experience with CRM systems, ticketing platforms, and remote support tools is essential. This is a remote-first position, requiring exceptional organizational skills and the ability to manage a distributed team effectively. You will be responsible for monitoring support metrics, identifying trends in customer inquiries, and providing feedback to product development and engineering teams to drive product improvements. A proactive approach to problem-solving and a commitment to exceeding customer expectations are paramount. We are looking for an individual who can inspire their team and champion the voice of the customer. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 6 years of experience in customer support, with at least 2 years in a leadership or supervisory role, is required. Join our client and make a significant impact on customer satisfaction and loyalty, working remotely to provide world-class support.
The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for customer success. You must be adept at troubleshooting advanced technical issues, diagnosing software or hardware malfunctions, and guiding customers through complex procedures. Experience with CRM systems, ticketing platforms, and remote support tools is essential. This is a remote-first position, requiring exceptional organizational skills and the ability to manage a distributed team effectively. You will be responsible for monitoring support metrics, identifying trends in customer inquiries, and providing feedback to product development and engineering teams to drive product improvements. A proactive approach to problem-solving and a commitment to exceeding customer expectations are paramount. We are looking for an individual who can inspire their team and champion the voice of the customer. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 6 years of experience in customer support, with at least 2 years in a leadership or supervisory role, is required. Join our client and make a significant impact on customer satisfaction and loyalty, working remotely to provide world-class support.
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4
Customer Support Lead - Tier 2
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and experienced Customer Support Lead (Tier 2) to join their fully remote team. This pivotal role is responsible for overseeing complex customer inquiries, providing advanced technical support, and leading a team of customer service representatives. You will operate remotely, contributing to exceptional customer satisfaction from anywhere in Kenya. The ideal candidate will possess a strong background in customer service management, technical troubleshooting, and team leadership, with a proven ability to resolve challenging issues efficiently. Responsibilities include handling escalated customer complaints, providing in-depth technical assistance, training and mentoring junior support staff, and developing effective support protocols. You will also collaborate with product and engineering teams to identify and address recurring customer issues, contributing to product improvements. Excellent communication, problem-solving, and interpersonal skills are essential, along with a deep understanding of customer service best practices. As a remote lead, you must demonstrate exceptional organizational skills, proactive communication, and the ability to foster a positive and productive team environment virtually. This is an exciting opportunity to make a significant impact on customer experience and lead a remote support team effectively. We are looking for individuals passionate about delivering outstanding service and driving team success. This fully remote role, associated with our **Kitale, Trans-Nzoia, KE** operational hub, allows you to lead from anywhere while ensuring top-tier customer support.
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5
Remote Customer Support Lead
Posted 2 days ago
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Job Description
Our client is looking for a dedicated and experienced Remote Customer Support Lead to manage and elevate their customer service operations. This fully remote position is ideal for a leader passionate about delivering exceptional customer experiences and building high-performing support teams. You will be responsible for overseeing the daily activities of the customer support team, ensuring prompt, accurate, and courteous responses to customer inquiries across various channels, including email, chat, and phone. Your role will involve setting clear performance goals, providing ongoing training and coaching, and implementing strategies to improve customer satisfaction and retention.
As a Remote Customer Support Lead, you will act as a point of escalation for complex customer issues, requiring you to troubleshoot problems effectively and find satisfactory resolutions. You will also be instrumental in developing and refining support processes, documenting solutions, and identifying trends in customer feedback to inform product and service improvements. A key aspect of this role is fostering a positive and collaborative remote work environment for your team, ensuring they feel supported and motivated. You should be adept at using customer relationship management (CRM) software and other support tools to track interactions and performance metrics. The ability to analyze data and generate reports on team performance and customer satisfaction will be crucial.
Key Responsibilities:
Qualifications:
As a Remote Customer Support Lead, you will act as a point of escalation for complex customer issues, requiring you to troubleshoot problems effectively and find satisfactory resolutions. You will also be instrumental in developing and refining support processes, documenting solutions, and identifying trends in customer feedback to inform product and service improvements. A key aspect of this role is fostering a positive and collaborative remote work environment for your team, ensuring they feel supported and motivated. You should be adept at using customer relationship management (CRM) software and other support tools to track interactions and performance metrics. The ability to analyze data and generate reports on team performance and customer satisfaction will be crucial.
Key Responsibilities:
- Lead, manage, and mentor a team of remote customer support representatives.
- Set performance expectations, monitor key metrics (e.g., response time, resolution rate, customer satisfaction scores), and provide regular feedback.
- Develop and implement training programs for new and existing team members.
- Handle escalated customer issues, ensuring timely and effective resolution.
- Oversee daily operations, including scheduling, workload distribution, and ensuring adequate coverage.
- Identify opportunities to improve customer service processes and workflows.
- Create and maintain comprehensive knowledge base articles and FAQs.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with other departments (e.g., Product, Sales) to address customer concerns and enhance the overall customer experience.
- Foster a positive and productive remote team culture.
- Ensure adherence to company policies and procedures.
Qualifications:
- Proven experience in a customer service or support role, with at least 3 years in a leadership or supervisory capacity.
- Experience managing a remote team is essential.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Strong understanding of customer service best practices and metrics.
- Ability to effectively train, coach, and motivate team members.
- Demonstrated ability to handle difficult customer situations with professionalism and empathy.
- Experience analyzing support data and generating performance reports.
- High school diploma or equivalent required; further education or certifications in customer service management are a plus.
- Ability to work independently and manage time effectively in a remote setting.
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6
Customer Support Lead - Technical
Posted 2 days ago
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Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and motivated Customer Support Lead to spearhead their technical support team. This role is crucial for ensuring exceptional customer satisfaction by providing timely and effective technical assistance. While the role is based in Eldoret, this position is fully remote, allowing you to manage operations from your home office. The ideal candidate will have a strong background in customer service, deep technical troubleshooting skills, and proven leadership experience. Responsibilities will include managing a team of support agents, developing and implementing support processes, handling escalated customer issues, and collaborating with product and engineering teams to resolve bugs and improve product functionality. You will be responsible for training and mentoring support staff, monitoring key performance indicators (KPIs) such as response times and customer satisfaction scores, and contributing to knowledge base content. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, along with at least five years of experience in technical customer support, including a minimum of two years in a supervisory or lead role. Excellent problem-solving, communication, and interpersonal skills are essential. Experience with CRM software and ticketing systems is required. This is an exciting opportunity to lead a vital customer-facing team within a dynamic tech company, fostering customer loyalty and contributing to product improvement, all while enjoying the flexibility of remote work. Your ability to guide a team, resolve complex technical issues, and maintain high service standards will be paramount.
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