33 Customer Service jobs in Eldoret
Remote Customer Service Representative - E-commerce Support
10100 Moiben
KES45000 month
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Join our client's dynamic customer support team as a Remote Customer Service Representative, focusing on providing exceptional service to our valued e-commerce customers. This is a fully remote position, offering flexibility and the opportunity to work from the comfort of your home anywhere in Kenya. We are looking for empathetic, patient, and highly communicative individuals who are passionate about helping others and thrive in a fast-paced digital environment. Your primary role will be to assist customers with inquiries, resolve issues, and ensure a positive shopping experience across various communication channels.
As a Remote Customer Service Representative, you will handle inbound customer interactions via phone, email, and live chat. This includes addressing product questions, processing orders, managing returns and exchanges, troubleshooting technical issues, and escalating complex problems when necessary. You will be expected to maintain a high level of professionalism, demonstrate strong problem-solving skills, and actively listen to customer needs to provide accurate and timely solutions. Our client provides extensive training and ongoing support to ensure your success in this remote role. You will become an expert in our client's products and services, enabling you to offer the best possible assistance.
Key Responsibilities:
As a Remote Customer Service Representative, you will handle inbound customer interactions via phone, email, and live chat. This includes addressing product questions, processing orders, managing returns and exchanges, troubleshooting technical issues, and escalating complex problems when necessary. You will be expected to maintain a high level of professionalism, demonstrate strong problem-solving skills, and actively listen to customer needs to provide accurate and timely solutions. Our client provides extensive training and ongoing support to ensure your success in this remote role. You will become an expert in our client's products and services, enabling you to offer the best possible assistance.
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
- Provide information about products, services, pricing, and order status.
- Process customer orders, returns, and exchanges efficiently and accurately.
- Troubleshoot and resolve technical issues related to the e-commerce platform.
- Escalate complex customer issues to appropriate departments for resolution.
- Maintain accurate customer records and update account information.
- Adhere to customer service policies and procedures to ensure consistent service quality.
- Gather customer feedback and report on recurring issues to improve services.
- Contribute to team goals and maintain positive working relationships.
- Proactively identify opportunities to enhance customer satisfaction.
- Proven customer support experience or experience as a client service representative.
- Excellent communication skills, both written and verbal, with a clear and friendly tone.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM systems and helpdesk software.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- High school diploma or equivalent; college degree preferred.
- Familiarity with e-commerce platforms and online retail environments.
- Must possess a reliable computer, high-speed internet connection, and a quiet workspace.
- Adept at learning new software and technologies quickly.
- Patience and empathy when dealing with customer concerns.
This advertiser has chosen not to accept applicants from your region.
0
Remote Customer Service Team Lead
20550 Kapsuser
KES70000 month
WhatJobs
Posted 3 days ago
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Job Description
Our client, a fast-growing e-commerce company, is looking for a dedicated and experienced Remote Customer Service Team Lead to guide their customer support team. This is a fully remote position, enabling you to manage operations from anywhere. You will be responsible for leading, training, and motivating a team of customer service representatives to deliver exceptional support across various channels, including email, chat, and phone. Your primary goal will be to ensure customer satisfaction, resolve complex customer issues efficiently, and contribute to the continuous improvement of customer service processes. The ideal candidate possesses strong leadership abilities, excellent communication skills, and a deep understanding of customer service best practices. You will monitor team performance, provide constructive feedback, conduct coaching sessions, and handle escalated customer inquiries. Experience with CRM software, ticketing systems, and performance management tools is essential. We are seeking a proactive individual who is passionate about customer advocacy and committed to fostering a positive and productive remote work environment for the team.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, coach, and motivate a team of remote customer service representatives.
- Monitor team performance, providing regular feedback and conducting one-on-one coaching sessions.
- Handle escalated customer inquiries and resolve complex issues in a timely and effective manner.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Develop and implement customer service policies and procedures.
- Train new hires and ongoing training for existing team members on products, services, and support protocols.
- Analyze customer feedback and service metrics to identify areas for improvement.
- Collaborate with other departments to ensure a seamless customer experience.
- Manage team schedules and ensure adequate coverage across all support channels.
- Maintain up-to-date knowledge of company products and services.
- Champion a positive and customer-centric culture within the team.
- Utilize CRM and ticketing systems to track customer interactions and manage workflows.
Qualifications:
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Demonstrated ability to lead and motivate a remote team.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Strong understanding of customer service principles and best practices.
- Ability to train and mentor team members effectively.
- Experience in performance management and feedback delivery.
- Familiarity with various customer support channels (email, chat, phone).
- Ability to manage multiple priorities and work in a fast-paced environment.
- A commitment to providing exceptional customer experiences.
- Bachelor's degree in Business, Communications, or a related field is preferred.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist
20400 Kapsuser
KES75000 month
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, enabling you to deliver top-tier support from the convenience of your home office. You will be the first point of contact for customers seeking help with our client's products and services, handling inquiries via phone, email, and live chat. Your primary goal will be to resolve customer issues efficiently and effectively, ensuring a positive customer experience. This involves troubleshooting technical problems, answering product-related questions, processing orders or returns, and escalating complex issues when necessary. The ideal candidate will possess outstanding communication skills, patience, and a genuine desire to help others. Strong problem-solving abilities and the capacity to quickly learn new products and systems are essential. You will maintain accurate records of customer interactions and feedback. This role requires self-discipline, excellent time management, and the ability to maintain a professional and courteous demeanor, even in challenging situations. You will be part of a supportive team environment, contributing to the overall success of the customer service department. This is a fantastic opportunity to grow your career in customer service within a company that values its employees and their contributions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and chat.
- Provide accurate product and service information to customers.
- Troubleshoot and diagnose customer problems, offering effective solutions.
- Process customer orders, returns, and exchanges.
- Escalate complex issues to appropriate departments or senior support staff.
- Document all customer interactions and resolutions in the CRM system.
- Identify opportunities to improve customer service processes and customer satisfaction.
- Maintain a high level of product knowledge.
- Contribute to team goals and collaborate with colleagues.
- Ensure adherence to company policies and service level agreements.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven experience in customer service or a related role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customers.
- Proficiency in computer applications and CRM software.
- Ability to multitask and manage time effectively.
- Must have a reliable internet connection and a dedicated workspace.
- Adaptable and eager to learn new systems and products.
- A positive attitude and a strong work ethic.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Specialist
30100 Moiben
KES75000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and personable Customer Support Specialist to join their growing team. This role offers a hybrid work arrangement, allowing for flexibility while maintaining vital in-person collaboration. You will be the first point of contact for customers, providing exceptional assistance and resolving inquiries across various communication channels, including phone, email, and chat. Your primary goal will be to ensure customer satisfaction by delivering timely, accurate, and friendly support.
The ideal candidate will possess excellent communication and problem-solving skills, with a patient and empathetic approach to customer interactions. You will be responsible for troubleshooting customer issues, providing product information, processing orders or requests, and escalating complex problems when necessary. A strong ability to multitask, manage time effectively, and maintain a positive attitude is crucial. You will also contribute to improving customer service processes and providing feedback on customer needs and pain points.
Key Responsibilities:
Qualifications:
We are looking for individuals who are passionate about customer service and eager to contribute to our client's success.
The ideal candidate will possess excellent communication and problem-solving skills, with a patient and empathetic approach to customer interactions. You will be responsible for troubleshooting customer issues, providing product information, processing orders or requests, and escalating complex problems when necessary. A strong ability to multitask, manage time effectively, and maintain a positive attitude is crucial. You will also contribute to improving customer service processes and providing feedback on customer needs and pain points.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Provide accurate product and service information to customers.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Process customer orders, applications, or requests.
- Escalate complex customer issues to the appropriate departments or supervisors.
- Maintain detailed records of customer interactions and transactions.
- Identify and communicate customer feedback and trends to the team.
- Adhere to company policies and procedures.
- Contribute to team goals and continuous improvement of customer service processes.
- Maintain a high level of customer satisfaction.
Qualifications:
- High school diploma or equivalent; some college education or relevant certification is a plus.
- 1-2 years of experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Ability to remain calm and professional under pressure.
- Proficiency in using customer support software and CRM systems.
- Ability to work independently and as part of a team.
- Basic computer proficiency.
- Adept at handling customer complaints and building rapport.
- Demonstrates reliability and punctuality.
We are looking for individuals who are passionate about customer service and eager to contribute to our client's success.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Lead
20200 Kapsuser
KES85000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to manage and elevate our customer service operations. This role is a crucial link between our company and our valued customers, ensuring they receive exceptional support. As the Customer Support Lead, you will be responsible for leading a team of customer service representatives, providing guidance, training, and performance management to ensure high-quality service delivery. Your primary focus will be on resolving complex customer issues, developing and implementing customer service policies and procedures, and identifying opportunities for service improvement. You will also be involved in analyzing customer feedback to identify trends and areas where our products or services can be enhanced. This position requires strong problem-solving skills, excellent communication abilities, and a passion for customer satisfaction. The ideal candidate will have a proven track record in customer service management, with experience in both inbound and outbound communication channels. You will work closely with other departments to ensure a cohesive customer experience. While this role offers a hybrid work arrangement, requiring some presence in the Kericho, Kericho, KE office, it also provides flexibility. You will be instrumental in fostering a customer-centric culture within the organization.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives.
- Manage daily customer service operations and ensure efficient resolution of inquiries.
- Develop and implement customer service policies and procedures.
- Handle escalated customer complaints and complex issues with professionalism and empathy.
- Monitor customer service performance metrics and identify areas for improvement.
- Analyze customer feedback and provide insights to relevant departments.
- Collaborate with sales, marketing, and product teams to enhance the overall customer experience.
- Maintain up-to-date knowledge of products and services.
- Ensure timely and accurate communication with customers across various channels (phone, email, chat).
- Contribute to the development of customer support resources and knowledge bases.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a lead or supervisory capacity.
- Proven ability to manage and motivate a team.
- Excellent problem-solving and decision-making skills.
- Strong verbal and written communication skills.
- Proficiency in customer service software and CRM systems.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work effectively in a hybrid environment.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Representative (Remote)
30200 Moiben
KES35000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-focused Customer Support Representative to join our expanding team. This hybrid role offers the flexibility to work both remotely and from our office in **Eldoret, Uasin Gishu, KE**. You will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries with efficiency and professionalism. Your primary responsibilities will include answering calls, responding to emails and live chat messages, troubleshooting customer issues, and processing requests. We are looking for individuals who are empathetic, possess excellent communication skills, and have a genuine desire to help others. The ideal candidate will be adept at problem-solving and able to navigate complex customer issues with a calm and patient approach. You will be trained on our products and services to ensure you have the knowledge to provide accurate and helpful information. This role requires strong attention to detail, the ability to multitask effectively, and proficiency in using customer relationship management (CRM) software. You will work closely with other departments to ensure seamless customer experiences. For days worked remotely, a stable internet connection and a quiet workspace are essential. The opportunity to contribute to a positive customer experience is paramount. This role is based in **Eldoret, Uasin Gishu, KE**, with a hybrid work model.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about products and services.
- Troubleshoot and resolve customer issues and complaints.
- Escalate complex issues to the appropriate departments.
- Maintain detailed records of customer interactions and transactions.
- Identify and report trends in customer inquiries.
- Assist in training new team members.
- Contribute to the continuous improvement of customer service processes.
- Meet or exceed performance targets for customer satisfaction and response times.
- High school diploma or equivalent; further education or certification in customer service is a plus.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- A customer-centric approach and the ability to empathize with clients.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Lead
20200 Kapsuser
KES550000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Lead to manage and elevate their customer service operations. This is a fully remote position, requiring exceptional leadership, communication, and problem-solving abilities. The successful candidate will be responsible for overseeing a team of customer support representatives, ensuring the delivery of outstanding customer experiences, and implementing strategies to enhance customer satisfaction and loyalty. You will analyze support trends, identify areas for improvement, and develop training programs for the support staff. This role demands a proactive approach to issue resolution, excellent interpersonal skills, and the ability to motivate and guide a remote team. Key responsibilities include setting performance standards, monitoring key metrics (e.g., response times, resolution rates, CSAT scores), and collaborating with other departments to address customer feedback and product issues. The ideal candidate will have a proven track record in customer service management, with experience in developing and executing support strategies. Proficiency in using CRM software and helpdesk ticketing systems is essential. Our client values a customer-centric approach, and this role is pivotal in maintaining and improving that standard. The successful applicant will be adept at handling escalated customer issues with professionalism and efficiency. They will also contribute to the development of knowledge base articles and support documentation. This is an excellent opportunity to lead a vital function within a growing organization and make a tangible impact on customer retention and brand reputation. The ability to work independently, manage multiple priorities, and foster a positive and productive remote work environment is crucial. Our client encourages professional development and offers opportunities for growth within the organization. The successful candidate will be a strong advocate for the customer, ensuring their needs are met effectively and efficiently. Excellent verbal and written communication skills are a must. This role requires a strategic thinker who can contribute to the overall customer experience strategy.
Location: Kericho, Kericho, KE
Location: Kericho, Kericho, KE
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Support Specialist
20101 Kapsuser
KES55000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Remote Customer Support Specialist to join their thriving virtual team, supporting customers from **Naivasha, Nakuru, KE** and beyond. In this fully remote role, you will be the first point of contact for clients, providing exceptional assistance and resolving inquiries via phone, email, and chat. Your primary responsibility will be to ensure customer satisfaction by offering prompt, accurate, and friendly support. This includes troubleshooting technical issues, answering product-related questions, processing requests, and escalating complex problems to the appropriate departments. The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong aptitude for problem-solving. You must be comfortable navigating various software applications and systems, and be able to maintain detailed records of customer interactions. We value individuals who are proactive, detail-oriented, and have a genuine desire to help others. A quiet, dedicated workspace with a stable internet connection is essential for this role. You will receive comprehensive training on our products and services, as well as ongoing support to help you succeed. This is an excellent opportunity to build a career in customer service within a supportive and forward-thinking remote-first organization. Performance will be measured by customer satisfaction ratings, first-contact resolution rates, and adherence to service level agreements. Join our client and become an integral part of a team that prioritizes exceptional customer experiences and values the contributions of its remote workforce. This role offers significant opportunities for growth and development within the company.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Specialist
20200 Kapsuser
KES55000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Senior Customer Support Specialist to join their fully remote support team. This role is pivotal in ensuring our customers receive exceptional service and prompt resolution to their inquiries. You will be the primary point of contact for customers, handling complex issues, providing technical assistance, and guiding them through product features. Responsibilities include responding to customer queries via email, phone, and chat, troubleshooting technical problems, documenting customer interactions, and escalating issues to appropriate departments when necessary. As a Senior Specialist, you will also be responsible for training and mentoring junior support agents, developing support documentation and FAQs, and identifying trends in customer feedback to suggest service improvements. The ideal candidate possesses a deep understanding of customer service best practices, excellent communication skills, and a genuine passion for helping others. You should be patient, articulate, and capable of explaining technical concepts in a clear and understandable manner. This is a fully remote position, allowing you to work from the convenience of your home office. We are looking for individuals who are self-motivated, organized, and able to manage their workload effectively. A strong attention to detail and the ability to remain calm under pressure are essential. You will be a key player in maintaining high customer satisfaction levels and contributing to a positive brand image. This is an excellent opportunity for a seasoned support professional to take on more responsibility and make a significant impact in a remote-first environment. We are based in Kericho, Kericho, KE , but this position is completely remote.
Key Responsibilities:
Key Responsibilities:
- Provide high-level customer support via multiple channels (email, phone, chat).
- Troubleshoot and resolve complex customer issues and technical problems.
- Educate customers on product features and best usage practices.
- Document all customer interactions accurately and comprehensively.
- Escalate unresolved issues to senior management or relevant departments.
- Train and mentor new and existing customer support agents.
- Develop and maintain support documentation, knowledge base articles, and FAQs.
- Analyze customer feedback and identify areas for service improvement.
- Contribute to building and maintaining customer loyalty.
- Ensure customer satisfaction by providing timely and effective solutions.
- Proven experience as a Customer Support Specialist or in a similar customer-facing role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and troubleshooting abilities.
- Patience, empathy, and a customer-centric attitude.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Strong organizational and time management skills.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent; associate's or bachelor's degree preferred.
- Experience in a remote work environment is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
30200 Moiben
KES75000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this pivotal role, you will be the primary point of contact for customers, providing exceptional service and resolving complex issues with efficiency and empathy. You will handle escalated customer inquiries via phone, email, and chat, ensuring prompt and accurate resolutions. Your responsibilities will include troubleshooting technical problems, guiding users through product features, and maintaining detailed records of customer interactions. You will also play a key role in identifying trends in customer feedback and collaborating with internal teams to drive product improvements. The ideal candidate will possess a deep understanding of customer service best practices and a passion for creating positive customer experiences. You will be expected to contribute to the development of support documentation and training materials for junior team members. This position requires a proactive approach to problem-solving and the ability to work independently in a remote setting. You will be instrumental in upholding our client's reputation for outstanding customer care. This role is ideal for someone who thrives in a fast-paced environment and is committed to exceeding customer expectations. Success in this role requires excellent communication and interpersonal skills, strong analytical abilities, and a commitment to continuous learning. You will be part of a supportive and collaborative remote work culture that values innovation and employee growth. The ability to manage multiple tasks simultaneously and prioritize effectively is crucial. You will be empowered to make decisions that benefit the customer and the company. This role is based in Eldoret, Uasin Gishu, KE and is a fully remote opportunity, offering flexibility and the chance to work from anywhere within Kenya.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide exceptional customer support via multiple communication channels (phone, email, chat).
- Handle and resolve escalated customer complaints and inquiries effectively.
- Troubleshoot and diagnose technical issues, providing clear and concise solutions.
- Educate customers on product features and functionalities.
- Maintain accurate and detailed records of all customer interactions and transactions.
- Identify opportunities for service improvements based on customer feedback and trends.
- Collaborate with cross-functional teams (e.g., product, engineering) to resolve customer issues.
- Develop and update support documentation, FAQs, and knowledge base articles.
- Mentor and provide guidance to junior customer support representatives.
- Contribute to a positive and collaborative remote team environment.
Qualifications:
- Proven experience in a customer service or helpdesk role, with at least 3 years in a senior capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to work independently and manage time effectively in a remote setting.
- Empathy, patience, and a customer-centric attitude.
- Experience in a technical support role is a plus.
- High school diploma or equivalent; Bachelor's degree preferred.
This advertiser has chosen not to accept applicants from your region.
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