272 Customer Service jobs in Eldoret
Remote Customer Service Representative
50200 Tuwan
KES55000 Monthly
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for a friendly, patient, and highly motivated Remote Customer Service Representative to join their dedicated support team. This role is essential in providing exceptional assistance to customers, resolving inquiries, and ensuring a positive customer experience. As a fully remote position, you will interact with customers via phone, email, and chat from your home office, offering solutions and information related to our products and services. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a genuine desire to help others. You will need to be comfortable navigating multiple software systems and adapting to new processes quickly. This position requires a self-disciplined individual who can manage their time effectively, maintain a professional demeanor, and work independently while adhering to service level agreements. You will be a key point of contact for our customers, contributing directly to customer satisfaction and retention. Your ability to handle diverse customer needs with empathy and efficiency will be paramount.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
- Provide detailed information about products, services, and company policies.
- Troubleshoot customer problems and guide them towards appropriate solutions.
- Process orders, returns, and exchanges according to company guidelines.
- Maintain accurate customer records and document all interactions.
- Identify and escalate complex issues to supervisors or relevant departments when necessary.
- Strive to meet and exceed customer service metrics and performance goals.
- Gather customer feedback and share insights with the team to improve services.
- Stay informed about product updates and company offerings.
- Contribute to a positive team environment.
- High school diploma or equivalent; a college degree is a plus.
- Proven experience in a customer service or customer support role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using computers, navigating multiple software applications, and typing.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric attitude.
- Reliable internet connection and a quiet workspace.
- Ability to adapt to changing priorities and learn new processes quickly.
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0
Customer Service Representative - E-commerce
30200 Tuwan
KES35000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Join our fully remote team as a Customer Service Representative, dedicated to providing exceptional support to our online customers, servicing the region around Eldoret, Uasin Gishu, KE . In this role, you will be the first point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive shopping experience. You will handle customer communications via phone, email, and live chat, providing accurate information about products, orders, and services. Your primary goal will be to build customer loyalty through outstanding service. Key responsibilities include processing orders, managing returns and exchanges, and troubleshooting common customer problems. You will maintain detailed records of customer interactions and transactions. Collaboration with other departments, such as shipping and sales, to ensure seamless customer satisfaction is important. The ideal candidate possesses excellent communication and interpersonal skills, a patient and empathetic demeanor, and a strong problem-solving ability. Previous experience in customer service, particularly within an e-commerce environment, is highly desirable. Proficiency in using customer relationship management (CRM) software and other support tools is expected. You must be a self-starter, capable of working independently in a remote setting, managing your time effectively, and meeting performance targets. A commitment to delivering high-quality service and a passion for helping others are essential for success in this role. If you are looking for a fulfilling remote career opportunity, we want to hear from you.
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1
Remote Customer Service Representative - Technical Support
40100 Tuwan
KES35000 Monthly
WhatJobs
Posted 7 days ago
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Job Description
Our client is seeking a friendly, patient, and technically adept Remote Customer Service Representative to join their dedicated support team. While this is a remote role in principle, this specific position requires the candidate to be physically present at their office located in **Bungoma, Bungoma, KE** due to the nature of the support and infrastructure. You will be the first point of contact for customers, providing comprehensive assistance with inquiries, troubleshooting technical issues, and resolving problems efficiently. This role demands excellent communication skills, a strong aptitude for problem-solving, and a genuine desire to provide outstanding customer experiences. You will handle customer interactions via phone, email, and chat, ensuring all queries are addressed with professionalism and accuracy. The ability to explain technical concepts in a clear and understandable manner is crucial. You will be responsible for documenting customer interactions and escalating complex issues to higher support tiers when necessary.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to our client's products and services.
- Guide customers through product features, functionalities, and usage.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex technical problems to the appropriate internal teams.
- Provide feedback to the product development team on customer issues and suggestions.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Stay updated on product knowledge and support procedures.
- Adhere to company policies and service level agreements.
- Contribute to team goals and foster a positive working environment.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service, preferably in a technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to explain technical information clearly and concisely.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively.
- Reliable internet connection and a dedicated workspace (though physical presence is required at the Bungoma office).
- Previous experience with (mention a specific relevant technology/product area if applicable, e.g., software support, hardware troubleshooting) is an advantage.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service Lead
30200 Tuwan
KES60000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Senior Customer Service Lead to manage and inspire a remote-based customer support team. This leadership role is crucial for ensuring exceptional customer experiences and driving customer satisfaction. The ideal candidate will possess a proven track record in customer service management, team leadership, and conflict resolution, with extensive experience in a remote work environment. You will be responsible for overseeing daily support operations, mentoring customer service representatives, developing and implementing effective support strategies, and ensuring that all customer inquiries and issues are handled efficiently and professionally. Key responsibilities include training and coaching the remote support team, monitoring service level agreements (SLAs), analyzing customer feedback to identify areas for improvement, resolving escalated customer issues, and collaborating with other departments to enhance the overall customer journey. Strong communication, interpersonal, and problem-solving skills are essential, as is the ability to motivate and guide a distributed team. Proficiency with customer relationship management (CRM) software and other support tools is required. We are looking for a proactive, empathetic leader dedicated to fostering a positive customer service culture. The **location** is specified as Eldoret, Uasin Gishu, KE , but the position is fully remote, offering significant flexibility.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a remote customer service team.
- Oversee daily customer support operations and ensure adherence to SLAs.
- Develop and implement customer service policies and procedures.
- Handle escalated customer complaints and resolve complex issues.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Train new customer service representatives on products, services, and support protocols.
- Ensure consistent delivery of high-quality customer service across all channels.
- Collaborate with sales, marketing, and product teams to improve customer experience.
- Maintain up-to-date knowledge of products and services.
- Promote a customer-centric culture within the team and organization.
- 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 managing and motivating remote teams.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and helpdesk platforms.
- Ability to analyze customer data and feedback to drive improvements.
- Experience in developing training materials and conducting team training.
- High level of empathy and customer focus.
- Ability to work independently and manage time effectively in a remote setting.
This advertiser has chosen not to accept applicants from your region.
3
Customer Service Team Lead
50200 Tuwan
KES60000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Service Team Lead to manage and motivate their customer support team. This role is crucial for ensuring exceptional customer satisfaction and efficient issue resolution. The Team Lead will be responsible for overseeing daily operations of the customer service department, providing guidance and support to customer service representatives, and ensuring adherence to service standards. You will handle escalated customer issues, train new team members, and implement strategies to improve customer service efficiency and effectiveness. A key aspect of this role involves monitoring team performance, conducting quality assurance checks, and providing constructive feedback to team members. The ideal candidate will have a proven track record in customer service management or supervision, with excellent leadership, communication, and problem-solving skills. A deep understanding of customer service best practices and experience with customer relationship management (CRM) software are essential. You must be adept at motivating a team, resolving conflicts, and fostering a positive work environment. Responsibilities include: Leading, coaching, and mentoring a team of customer service representatives. Managing daily customer service operations and ensuring service level agreements are met. Handling and resolving complex customer inquiries and complaints. Conducting regular performance reviews and providing feedback to team members. Implementing quality assurance processes and identifying areas for improvement. Training new hires and ongoing professional development for the team. Developing and updating customer service policies and procedures. Analyzing customer service data to identify trends and opportunities for service enhancement. Collaborating with other departments to resolve customer issues. Ensuring a high level of customer satisfaction and loyalty. This is a key role for driving customer experience excellence within our client's organization. If you are a motivated leader with a passion for service and a commitment to team development, we encourage you to apply. Join our client's committed team and make a tangible difference in customer satisfaction. This position is based in **Bungoma, Bungoma, KE**.
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4
Senior Customer Service & Support Lead
40100 Tuwan
KES450000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a fast-growing technology company, is looking for a motivated and experienced Senior Customer Service & Support Lead to manage its customer service operations. This is a fully remote position, enabling you to lead and empower a remote team of support professionals to deliver exceptional customer experiences from anywhere in Kenya.
The Senior Customer Service & Support Lead will be responsible for overseeing the day-to-day operations of the customer support department, ensuring high levels of customer satisfaction and timely resolution of inquiries. You will develop and implement customer service policies and procedures, train and mentor support agents, and monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores. A crucial part of this role involves identifying trends in customer issues and collaborating with product and development teams to drive improvements.
Key responsibilities include managing support queues, handling escalated customer issues, and ensuring consistent service quality across all channels (phone, email, chat). You will create and maintain support documentation, including FAQs and knowledge base articles. The ability to analyze customer feedback and implement strategies to enhance the overall customer journey is essential. You will also be responsible for performance management of the support team, including setting goals, providing regular feedback, and conducting performance reviews. Strong problem-solving skills and the ability to remain calm and professional under pressure are vital.
Essential qualifications include a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 4-6 years of experience in customer service or support roles, with at least 2 years in a supervisory or leadership capacity, is required. Proven experience in developing and implementing customer service strategies and best practices is essential. Excellent communication, interpersonal, and active listening skills are paramount. Proficiency with CRM software (e.g., Salesforce, Zendesk) and other customer support tools is necessary. Candidates must be highly organized, proactive, and capable of leading and motivating a remote team effectively. A passion for customer advocacy and a commitment to exceeding customer expectations are key.
This is an exciting opportunity to make a significant impact on customer loyalty and brand reputation. You will lead a dynamic team, shape customer service strategies, and grow your career within a supportive and innovative remote-first company culture. We are committed to providing our remote employees with the resources and autonomy to excel.
This role is 100% remote, empowering you to lead customer service excellence from your home office and contribute to our remote-first philosophy.
The Senior Customer Service & Support Lead will be responsible for overseeing the day-to-day operations of the customer support department, ensuring high levels of customer satisfaction and timely resolution of inquiries. You will develop and implement customer service policies and procedures, train and mentor support agents, and monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores. A crucial part of this role involves identifying trends in customer issues and collaborating with product and development teams to drive improvements.
Key responsibilities include managing support queues, handling escalated customer issues, and ensuring consistent service quality across all channels (phone, email, chat). You will create and maintain support documentation, including FAQs and knowledge base articles. The ability to analyze customer feedback and implement strategies to enhance the overall customer journey is essential. You will also be responsible for performance management of the support team, including setting goals, providing regular feedback, and conducting performance reviews. Strong problem-solving skills and the ability to remain calm and professional under pressure are vital.
Essential qualifications include a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 4-6 years of experience in customer service or support roles, with at least 2 years in a supervisory or leadership capacity, is required. Proven experience in developing and implementing customer service strategies and best practices is essential. Excellent communication, interpersonal, and active listening skills are paramount. Proficiency with CRM software (e.g., Salesforce, Zendesk) and other customer support tools is necessary. Candidates must be highly organized, proactive, and capable of leading and motivating a remote team effectively. A passion for customer advocacy and a commitment to exceeding customer expectations are key.
This is an exciting opportunity to make a significant impact on customer loyalty and brand reputation. You will lead a dynamic team, shape customer service strategies, and grow your career within a supportive and innovative remote-first company culture. We are committed to providing our remote employees with the resources and autonomy to excel.
This role is 100% remote, empowering you to lead customer service excellence from your home office and contribute to our remote-first philosophy.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service Lead (Remote)
30100 Tuwan
KES140000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Senior Customer Service Lead to manage and elevate their customer support operations. This role is based in Eldoret, Uasin Gishu, KE , with a hybrid work arrangement that combines remote flexibility with essential on-site collaboration.
The Senior Customer Service Lead will be responsible for guiding a team of customer service representatives, ensuring the delivery of exceptional support and fostering positive customer relationships. You will develop and implement customer service strategies, monitor key performance indicators (KPIs) such as response times and customer satisfaction scores, and identify areas for improvement. Your role will involve training and coaching team members, resolving complex customer issues, and ensuring adherence to company policies and service standards. You will also be responsible for analyzing customer feedback to identify trends and provide insights to other departments. Collaboration with sales, marketing, and product development teams to enhance the overall customer experience will be a critical aspect of your responsibilities.
Key Responsibilities:
Qualifications:
The Senior Customer Service Lead will be responsible for guiding a team of customer service representatives, ensuring the delivery of exceptional support and fostering positive customer relationships. You will develop and implement customer service strategies, monitor key performance indicators (KPIs) such as response times and customer satisfaction scores, and identify areas for improvement. Your role will involve training and coaching team members, resolving complex customer issues, and ensuring adherence to company policies and service standards. You will also be responsible for analyzing customer feedback to identify trends and provide insights to other departments. Collaboration with sales, marketing, and product development teams to enhance the overall customer experience will be a critical aspect of your responsibilities.
Key Responsibilities:
- Lead and manage a team of customer service representatives, providing guidance and motivation.
- Develop and implement customer service policies and procedures to ensure consistent, high-quality support.
- Monitor team performance, track KPIs, and implement strategies to improve service delivery.
- Handle escalated customer inquiries and resolve complex issues efficiently and effectively.
- Train new hires and provide ongoing coaching and development for team members.
- Analyze customer feedback and service data to identify trends and recommend improvements.
- Collaborate with other departments to enhance the customer journey and address customer concerns.
- Ensure compliance with all company policies and service level agreements.
- Contribute to the continuous improvement of customer service processes and tools.
- Foster a positive and customer-centric team culture.
Qualifications:
- 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 and coaching customer service teams.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and customer service platforms.
- Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
- Strong analytical skills with the ability to interpret customer data.
- Customer-focused mindset with a passion for delivering excellent service.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Service Team Lead
50100 Tuwan
KES150000 Monthly
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for an experienced and dynamic Remote Customer Service Team Lead to manage and mentor a high-performing, distributed customer support team. This is a fully remote position, requiring strong leadership and communication skills to guide a team working from various locations. You will be responsible for overseeing daily operations, ensuring the delivery of exceptional customer service, and meeting key performance indicators (KPIs) related to customer satisfaction, response times, and issue resolution. The ideal candidate will have a proven track record in customer service management, with experience in training, coaching, and motivating support agents. You will handle escalated customer issues, conduct performance reviews, and implement strategies to improve team efficiency and customer experience. Proficiency in customer relationship management (CRM) software and helpdesk platforms is essential. The ability to foster a positive and collaborative team environment, even in a remote setting, is critical. You will work closely with other departments to ensure a seamless customer journey and to address systemic issues. Strong analytical skills are needed to monitor team performance data, identify trends, and implement data-driven improvements. This role requires excellent problem-solving abilities and the capacity to make sound decisions under pressure. We are seeking a proactive leader who is dedicated to empowering their team and driving customer loyalty. A strong understanding of best practices in customer service and support operations is a must. This is an exciting opportunity to lead a remote customer service function and make a significant impact on customer satisfaction for our client, serving customers in **Bungoma, Bungoma, KE** and other regions.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Service Team Lead
30100 Tuwan
KES85000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Service Team Lead to manage a fully remote support team. This is an excellent opportunity for a seasoned customer service professional to lead, mentor, and motivate a team dedicated to providing exceptional support to clients. You will be responsible for overseeing daily operations, ensuring service level agreements (SLAs) are met, handling escalated customer issues, and implementing strategies to improve customer satisfaction and retention. The ideal candidate will have a strong background in customer service, proven leadership capabilities, and a deep understanding of customer support best practices. Proficiency in using CRM systems, helpdesk software, and communication platforms for remote team management is essential. We are looking for an individual who is an excellent communicator, a strong problem-solver, and can inspire a team to deliver outstanding results in a virtual environment. You must be highly organized, capable of managing multiple priorities, and committed to fostering a positive and productive remote team culture.
Key Responsibilities:
Key Responsibilities:
- Lead, train, coach, and mentor a remote customer service team.
- Monitor team performance, set goals, and conduct regular performance reviews.
- Ensure customer inquiries and issues are resolved efficiently and effectively, meeting SLAs.
- Handle escalated customer complaints and complex issues, providing timely resolutions.
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Create and update knowledge base articles and support documentation.
- Collaborate with other departments to address customer needs and improve processes.
- Manage team schedules and ensure adequate coverage for customer support channels.
- Champion a positive and customer-centric culture within the remote team.
- Stay informed about product/service updates and communicate them to the team.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- 3+ years of experience in customer service, with at least 1 year in a supervisory or team lead role.
- Proven experience managing and motivating remote teams.
- Strong understanding of customer service principles and best practices.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Excellent communication, interpersonal, and conflict resolution skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently, manage priorities, and adapt to changing demands in a remote setting.
- Proficiency in using remote collaboration and communication tools (e.g., Zoom, Slack).
- Demonstrated ability to drive customer satisfaction and retention.
- Experience in the specific industry of the client is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Remote Customer Service & Helpdesk Lead
30100 Tuwan
KES60000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly organized and empathetic Remote Customer Service & Helpdesk Lead to manage and mentor a team of support professionals. This is a fully remote position, offering the flexibility to work from anywhere within **Eldoret, Uasin Gishu, KE**. You will be responsible for ensuring that our client's customers receive exceptional support, resolving issues efficiently and professionally. The ideal candidate has a proven background in customer service leadership, with a deep understanding of helpdesk operations and customer support best practices. Your responsibilities will include overseeing daily helpdesk operations, managing ticket queues, ensuring service level agreements (SLAs) are met, and escalating complex issues as needed. You will also play a key role in training, coaching, and motivating the remote customer support team, fostering a positive and productive work environment. Excellent communication, problem-solving, and interpersonal skills are essential, as you will be interacting with customers and team members regularly. We are looking for a proactive individual who can identify trends in customer inquiries and feedback, suggesting improvements to products, services, or support processes. Proficiency with helpdesk software and CRM systems is required. This role demands strong leadership abilities, meticulous attention to detail, and the capacity to manage multiple priorities effectively in a remote setting. You will be instrumental in shaping the customer experience and ensuring high levels of customer satisfaction and loyalty. The company provides a supportive remote work culture and opportunities for professional development. We seek candidates who are dedicated to providing outstanding service, possess strong problem-solving skills, and are eager to lead and inspire a remote support team to achieve excellence.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk agents.
- Oversee daily operations of the customer support helpdesk, ensuring efficiency and effectiveness.
- Monitor and manage incoming support tickets, ensuring timely resolution and adherence to SLAs.
- Provide guidance and support to team members, resolving complex customer issues.
- Develop and deliver training programs for new and existing support staff.
- Analyze customer feedback and support data to identify areas for improvement.
- Implement and refine customer support processes and policies.
- Ensure high levels of customer satisfaction through excellent service delivery.
- Prepare and present regular reports on team performance and customer support metrics.
- Foster a positive and collaborative remote team environment.
- Proven experience in a customer service leadership or helpdesk management role.
- Strong understanding of customer service principles and best practices.
- Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving and conflict resolution abilities.
- Outstanding verbal and written communication skills.
- Ability to work independently and manage a remote team effectively.
- Strong organizational and time management skills.
- Experience in creating training materials and conducting training sessions.
- Bachelor's degree in a relevant field or equivalent experience.
This advertiser has chosen not to accept applicants from your region.
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