94 Customer Service jobs in Eldoret
Customer Service Representative
20200 Kapsuser
KES55000 Monthly
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking dedicated and empathetic Customer Service Representatives to join their growing team. This role involves providing exceptional support to customers through various channels, including phone, email, and chat. You will be the first point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, patience, and a strong problem-solving aptitude. You will be trained on our client's products and services to effectively assist customers and guide them through solutions. This position requires strong organizational skills to manage customer interactions efficiently and accurately document all communications.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
- Provide information about products and services, guiding customers to the best solutions.
- Troubleshoot and resolve customer complaints, escalating complex issues to appropriate departments when necessary.
- Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
- Adhere to company policies and procedures to ensure consistent service delivery.
- Identify opportunities to improve the customer experience and provide feedback to management.
- Meet and exceed individual and team performance targets for customer satisfaction and resolution rates.
- Collaborate with team members to share best practices and support a positive team environment.
- Proactively seek solutions to customer problems and follow up to ensure resolution.
- Stay updated on product knowledge and service offerings.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Ability to remain calm and professional under pressure.
- Proficiency with computers and common software applications, including CRM systems.
- A passion for helping customers and a friendly, approachable demeanor.
- Ability to work effectively in a team and independently.
- Strong organizational and time management skills.
- Flexibility to work various shifts, as required.
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0
Senior Customer Service Representative (Remote)
20200 Kapsuser
KES200000 Annually
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Posted today
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Job Description
Our client, a leading provider of innovative technological solutions, is seeking dedicated and empathetic Senior Customer Service Representatives to join their fully remote support team. In this role, you will be the primary point of contact for customers, providing exceptional technical support and resolving inquiries with efficiency and professionalism. You will handle a variety of customer issues, including troubleshooting software and hardware problems, guiding users through product features, and addressing billing-related queries. The ideal candidate possesses outstanding communication skills, patience, and a strong aptitude for problem-solving. Previous experience in a customer-facing role, preferably in technical support or a related field, is required. You should be adept at using customer relationship management (CRM) software and various ticketing systems. This fully remote position requires you to have a reliable internet connection and a dedicated workspace conducive to providing excellent customer service. You must be self-motivated, able to manage your time effectively, and work independently while adhering to service level agreements (SLAs). We are looking for individuals who can de-escalate tense situations, empathize with customer concerns, and offer clear, concise solutions. Your ability to document customer interactions accurately and thoroughly will be crucial. You will also contribute to internal knowledge bases by sharing insights and feedback from customer interactions. Training and ongoing development opportunities will be provided to ensure you stay up-to-date with our client's products and services. This is a fantastic opportunity to build a career in customer support within a flexible, remote setting, contributing directly to customer satisfaction and loyalty. Your dedication to providing outstanding service will be highly valued. We are looking for team members who are passionate about helping others and are eager to learn and grow.
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1
Customer Service Team Lead
20500 Kapsuser
KES70000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a reputable financial services provider, is seeking a dynamic and experienced Customer Service Team Lead to manage and mentor a team of customer service representatives. This is a hands-on leadership role based in our branch, focusing on delivering exceptional customer experiences and ensuring operational efficiency.
As a Team Lead, you will be responsible for guiding your team, setting performance standards, and ensuring all customer inquiries and issues are resolved promptly and effectively. You will serve as a point of escalation for complex customer issues, providing solutions and feedback to enhance service delivery. Your leadership will inspire your team to meet and exceed service level agreements and contribute to a positive and supportive team environment.
Key Responsibilities:
Qualifications:
As a Team Lead, you will be responsible for guiding your team, setting performance standards, and ensuring all customer inquiries and issues are resolved promptly and effectively. You will serve as a point of escalation for complex customer issues, providing solutions and feedback to enhance service delivery. Your leadership will inspire your team to meet and exceed service level agreements and contribute to a positive and supportive team environment.
Key Responsibilities:
- Supervise, coach, and motivate a team of customer service representatives to achieve performance goals.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Handle escalated customer complaints and complex inquiries, resolving them efficiently and professionally.
- Develop and implement training programs to enhance team skills and product knowledge.
- Conduct regular team meetings to discuss performance, share updates, and provide feedback.
- Ensure adherence to company policies and procedures, as well as regulatory requirements.
- Identify opportunities for process improvement to enhance customer service operations.
- Collaborate with other departments to ensure a seamless customer experience.
- Schedule team shifts and manage daily operations to ensure adequate coverage.
- Foster a positive and collaborative team culture.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a leadership or supervisory capacity.
- Proven ability to lead, motivate, and develop a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and customer service platforms.
- Ability to remain calm and professional under pressure.
- Proficiency in Microsoft Office Suite.
- Experience in the financial services industry is a plus.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Service Specialist
20200 Kapsuser
KES65000 Monthly
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for dedicated and articulate Remote Customer Service Specialists to join their expanding operations. In this fully remote role, you will be the primary point of contact for our customers, providing exceptional support and resolving inquiries via phone, email, and chat. You will handle a wide range of customer issues, from product information and troubleshooting to order processing and complaint resolution. The ideal candidate will possess excellent communication skills, a patient demeanor, and a genuine passion for helping others. You will need to be proficient in using various communication tools and CRM software, with the ability to learn new systems quickly. This role requires a high degree of self-discipline, organization, and time management to effectively manage your workload from a home office environment. Responsibilities include actively listening to customer needs, providing accurate and timely information, escalating complex issues to appropriate departments, and documenting all customer interactions. You will also contribute to improving customer service processes by providing feedback and identifying trends. A strong internet connection and a dedicated, quiet workspace are essential for success in this position. We value individuals who are proactive, empathetic, and committed to delivering a superior customer experience. This is an opportunity to build a rewarding career in customer service without the need for daily commuting, allowing for greater flexibility and work-life balance. You will be part of a supportive team that fosters collaboration and professional growth, all while working remotely. If you are a problem-solver with a positive attitude and a desire to excel in a customer-facing role from the comfort of your home, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Service & Support Lead
20200 Kapsuser
KES450000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Customer Service & Support Lead to join their fully remote team. This role is pivotal in ensuring exceptional customer experiences and leading a team of customer support professionals. You will be responsible for managing daily support operations, resolving complex customer issues, developing support strategies, and training and mentoring support staff. The ideal candidate will possess a strong understanding of customer service principles, excellent problem-solving skills, and a passion for customer satisfaction. You will leverage various communication channels (email, chat, phone) to provide timely and effective support. Key responsibilities include analyzing customer feedback to identify areas for improvement, implementing new support processes and tools, and ensuring the team meets service level agreements (SLAs). A proven ability to lead and motivate a remote team, manage performance, and contribute to a positive customer support culture is essential. This is a fantastic opportunity to make a significant impact on customer loyalty and retention in a fully remote setting.
Responsibilities:
Responsibilities:
- Lead and manage a remote customer service and support team.
- Oversee daily customer support operations, ensuring efficient issue resolution.
- Develop and implement customer service policies and procedures.
- Train and mentor customer support representatives, fostering their professional development.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Handle escalated customer complaints and complex inquiries with professionalism and empathy.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Implement and optimize customer support tools and technologies.
- Collaborate with other departments to ensure a seamless customer experience.
- Contribute to the development of self-service support resources (e.g., FAQs, knowledge base).
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or support roles, with at least 2 years in a leadership capacity.
- Proven experience managing remote customer service teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service best practices and support technologies.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a remote work environment.
- A customer-centric mindset and a passion for delivering outstanding service.
This advertiser has chosen not to accept applicants from your region.
4
Senior Remote Customer Service Manager
20200 Kapsuser
KES85000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Remote Customer Service Manager to lead and inspire their customer support team. This is a fully remote role where you will be responsible for ensuring the highest levels of customer satisfaction and operational efficiency within the customer service department. You will develop and implement customer service strategies, train and mentor agents, monitor performance metrics, and continuously seek ways to enhance the customer experience. The ideal candidate will have a proven track record in customer service management, strong leadership qualities, and the ability to thrive in a remote work environment.
Responsibilities:
This is an exciting opportunity to take on a leadership role in customer service, all while enjoying the flexibility of a remote position. You will be empowered to make a significant impact on customer loyalty and retention. Our client is committed to providing a supportive and engaging remote work culture. We are looking for a proactive, results-driven individual with excellent communication and problem-solving skills, who can effectively manage a distributed team. Your ability to foster a customer-centric culture and drive continuous improvement will be key to success. We value candidates with experience in customer relationship management (CRM) software and a deep understanding of customer service operations in a virtual setting. The ideal candidate is passionate about delivering exceptional service and leading by example.
Responsibilities:
- Develop and execute customer service strategies to meet organizational goals.
- Lead, coach, and mentor a team of remote customer service representatives.
- Establish and monitor key performance indicators (KPIs) to measure team effectiveness.
- Implement best practices for customer support, including issue resolution and communication.
- Analyze customer feedback and data to identify areas for improvement.
- Manage and resolve escalated customer issues with professionalism and efficiency.
- Develop and deliver training programs to enhance agent skills and product knowledge.
- Collaborate with other departments to ensure a seamless customer experience.
- Maintain a positive and motivating team environment.
- Ensure compliance with company policies and service level agreements.
This is an exciting opportunity to take on a leadership role in customer service, all while enjoying the flexibility of a remote position. You will be empowered to make a significant impact on customer loyalty and retention. Our client is committed to providing a supportive and engaging remote work culture. We are looking for a proactive, results-driven individual with excellent communication and problem-solving skills, who can effectively manage a distributed team. Your ability to foster a customer-centric culture and drive continuous improvement will be key to success. We value candidates with experience in customer relationship management (CRM) software and a deep understanding of customer service operations in a virtual setting. The ideal candidate is passionate about delivering exceptional service and leading by example.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service Operations Manager
20200 Kapsuser
KES550000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a leading provider of customer support solutions, is seeking a highly motivated and experienced Senior Customer Service Operations Manager to lead their fully remote customer service team. This critical role will be responsible for overseeing the day-to-day operations of our customer support channels, ensuring exceptional customer experiences, and driving operational efficiency. You will develop and implement strategies to enhance customer satisfaction, optimize agent performance, and manage key performance indicators across multiple support platforms. As a fully remote position, you will manage and inspire a distributed team, leveraging technology to foster communication, collaboration, and continuous improvement from your home office.
Key responsibilities include:
Key responsibilities include:
- Managing and optimizing the performance of remote customer service representatives and team leads.
- Developing and implementing standard operating procedures (SOPs) for customer service interactions.
- Monitoring key customer service metrics, such as response times, resolution rates, and customer satisfaction scores (CSAT).
- Identifying areas for process improvement and implementing solutions to enhance service delivery.
- Conducting performance reviews, providing coaching, and fostering professional development for team members.
- Managing workforce planning and scheduling to ensure adequate coverage across all support channels.
- Utilizing CRM and customer support software to track interactions and manage customer data.
- Collaborating with other departments to resolve customer issues and improve overall service quality.
- Staying abreast of best practices in customer service management and technology.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Service Team Lead
50100 Kapsuser
KES70000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Remote Customer Service Team Lead to guide their customer support team. This pivotal role involves leading, training, and motivating a remote team of Customer Service Representatives to deliver exceptional support and achieve service level agreements. You will be responsible for overseeing daily operations, handling escalated customer issues, monitoring team performance, and implementing strategies to enhance customer satisfaction and retention. The ideal candidate will possess strong leadership qualities, excellent communication skills, a deep understanding of customer service best practices, and proficiency with customer support software and tools. As a remote leader, you will foster a collaborative and productive team environment through virtual channels. Your responsibilities will include setting performance goals, providing regular feedback and coaching, analyzing customer interaction data, and identifying opportunities for process improvements. You will ensure that all customer inquiries are handled efficiently, accurately, and professionally. This position requires a proactive approach to problem-solving, the ability to manage multiple priorities, and a commitment to fostering a positive customer experience. If you are passionate about customer service and have a proven track record in leading support teams, especially in a remote capacity, we encourage you to apply.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, coach, and motivate a remote customer service team.
- Oversee daily customer service operations and workflow.
- Handle escalated customer inquiries and resolve complex issues.
- Monitor team performance against key metrics and KPIs.
- Develop and implement training programs for customer service representatives.
- Analyze customer interaction data to identify trends and areas for improvement.
- Ensure adherence to customer service policies and procedures.
- Foster a positive and high-performing team culture.
- Collaborate with other departments to resolve customer issues effectively.
- Contribute to the continuous improvement of customer service processes.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
- Proven experience in managing and motivating remote teams.
- Strong understanding of customer service principles and techniques.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to analyze performance data and generate reports.
- Strong organizational and time management skills.
- Adaptable and able to work effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Service & Technical Support Specialist
20200 Kapsuser
KES180000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Service & Technical Support Specialist to join their remote team. In this role, you will be the frontline of support, assisting customers with complex technical issues and ensuring a high level of satisfaction. You will leverage your deep product knowledge and troubleshooting expertise to resolve inquiries efficiently and effectively across various communication channels (phone, email, chat, ticketing systems). This is a remote-first position, requiring excellent communication skills, strong problem-solving abilities, and the capacity to work independently while collaborating with internal teams.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for our products/services to end-users.
- Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner.
- Diagnose, troubleshoot, and resolve complex technical issues, escalating when necessary to higher-level support or engineering teams.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM/ticketing system.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Identify recurring customer issues and provide feedback to product development and engineering teams for continuous improvement.
- Guide and mentor junior support staff, sharing best practices and product knowledge.
- Assist in training new customer support representatives.
- Manage customer escalations and ensure timely and satisfactory resolution.
- Contribute to the improvement of support processes and customer experience initiatives.
- Stay up-to-date with product updates, new features, and industry best practices.
- Meet and exceed key performance indicators (KPIs) for customer satisfaction, first-contact resolution, and response times.
- Collaborate effectively with cross-functional teams, including sales, marketing, and product development.
- Act as a product expert and advocate for the customer within the organization.
- Maintain a positive and empathetic attitude when interacting with customers.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer service, technical support, or helpdesk roles, with at least 2 years in a senior or lead capacity.
- Proven expertise in diagnosing and resolving complex technical issues across software and hardware.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Excellent communication (written and verbal), interpersonal, and active listening skills.
- Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to multitask, prioritize, and manage time effectively in a fast-paced remote environment.
- Strong analytical and problem-solving skills, with a keen attention to detail.
- A customer-centric approach and a passion for helping others.
- Ability to work independently with minimal supervision.
- Experience in a SaaS or technology-focused company is highly desirable.
- Certification in relevant technologies (e.g., CompTIA A+, Network+) is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Service Lead - Remote Support Operations Manager
20200 Kapsuser
KES140000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking a highly experienced and motivated Senior Customer Service Lead to manage its remote support operations. This role is essential for ensuring exceptional customer satisfaction through efficient and effective support channels. The ideal candidate will have a strong background in customer service management, extensive experience with CRM and helpdesk software, and proven leadership skills in managing distributed teams. You will be responsible for developing and implementing customer service strategies, optimizing support processes, and ensuring the highest levels of service quality.
Key responsibilities include leading and coaching a remote team of customer service representatives, setting performance standards, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. You will be involved in training new team members, developing support documentation, and identifying areas for process improvement. Excellent communication, problem-solving, and interpersonal skills are crucial for interacting with customers and internal stakeholders through various virtual communication platforms. This position requires a proactive approach to identifying and resolving customer issues, fostering a positive and supportive customer experience.
Key Responsibilities:
Your leadership will guide our support efforts, impacting customer interactions across all regions, including those remotely served in areas like Kericho, Kericho, KE .
Key responsibilities include leading and coaching a remote team of customer service representatives, setting performance standards, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. You will be involved in training new team members, developing support documentation, and identifying areas for process improvement. Excellent communication, problem-solving, and interpersonal skills are crucial for interacting with customers and internal stakeholders through various virtual communication platforms. This position requires a proactive approach to identifying and resolving customer issues, fostering a positive and supportive customer experience.
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer service professionals, fostering a positive and productive work environment.
- Develop and implement effective customer service strategies and policies to enhance customer satisfaction and loyalty.
- Oversee daily support operations, ensuring timely and accurate resolution of customer inquiries and issues.
- Monitor key performance indicators (KPIs) and customer feedback to identify areas for improvement.
- Train and onboard new customer service representatives, providing ongoing coaching and development.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with other departments (e.g., product, engineering) to address customer feedback and resolve complex issues.
- Manage customer escalations and ensure prompt and satisfactory resolution.
- Utilize CRM and helpdesk software to track customer interactions, manage tickets, and analyze performance data.
- Identify opportunities to improve customer service processes and implement best practices.
- Contribute to the development of customer service training programs and materials.
Your leadership will guide our support efforts, impacting customer interactions across all regions, including those remotely served in areas like Kericho, Kericho, KE .
This advertiser has chosen not to accept applicants from your region.
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