36 Customer Service jobs in Embu
Senior Customer Service Team Lead
60100 Embu, Eastern
KES100000 Annually
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Our client is seeking a dynamic and experienced Senior Customer Service Team Lead to manage their fully remote customer support operations. In this crucial role, you will be responsible for leading a team of customer service representatives, ensuring the delivery of exceptional customer experiences, and driving team performance. You will provide coaching, training, and support to your team, handle escalated customer issues, and monitor key performance indicators (KPIs) to ensure service level agreements (SLAs) are met. The ideal candidate will have a proven track record in customer service leadership, excellent communication and problem-solving skills, and a deep understanding of customer support best practices. Key responsibilities include performance management, quality assurance, and contributing to the continuous improvement of customer service processes. As this is a fully remote position, strong organizational abilities, self-motivation, and proficiency with remote work technologies are essential. You will collaborate with other team leads and management to achieve departmental goals. We are looking for a results-oriented leader who is passionate about customer satisfaction and capable of motivating a remote team to excel. Your ability to foster a positive and productive team environment, even from a distance, will be key to your success. If you are a dedicated customer service professional with leadership experience and a desire to work remotely, we encourage you to apply.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a team of customer service representatives in a remote environment.
- Monitor team performance and provide regular feedback to improve service quality.
- Handle escalated customer inquiries and resolve complex issues efficiently.
- Ensure adherence to company policies, procedures, and service standards.
- Conduct regular performance reviews and identify training needs.
- Implement quality assurance programs to maintain high service levels.
- Analyze customer feedback and operational data to identify areas for improvement.
- Collaborate with other departments to resolve customer issues effectively.
- Contribute to the development and implementation of customer service strategies.
- Foster a positive and supportive team culture.
- High school diploma or equivalent; a degree in a related field is a plus.
- Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
- Proven experience managing and motivating remote teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using CRM software and customer support tools.
- Ability to manage multiple priorities and work effectively under pressure.
- Detail-oriented with strong organizational skills.
- Adaptable and able to thrive in a fast-paced, remote work environment.
- Commitment to delivering exceptional customer experiences.
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0
Customer Support Lead
60100 Embu, Eastern
KES120000 Annually
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Our client, a leading innovator in their industry, is actively seeking a motivated and experienced Customer Support Lead to manage their fully remote customer service team. This role is critical in ensuring exceptional customer satisfaction by leading a team of support agents, refining support processes, and acting as a point of escalation for complex customer issues. You will be instrumental in building and maintaining positive customer relationships through responsive, accurate, and empathetic support.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and motivate a team of remote customer support representatives to achieve performance goals.
- Develop and implement effective customer support strategies and best practices.
- Handle escalated customer inquiries, complaints, and issues with professionalism and efficiency.
- Monitor customer interactions across various channels (email, phone, chat) to ensure quality and adherence to standards.
- Analyze customer feedback and support metrics to identify areas for improvement and implement corrective actions.
- Train new support agents on product knowledge, support procedures, and customer service skills.
- Create and maintain comprehensive support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with product and engineering teams to resolve technical issues and provide customer insights.
- Ensure timely and accurate resolution of customer issues, striving for first-contact resolution.
- Manage support schedules and workload distribution to ensure adequate coverage.
- Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores (CSAT).
- Foster a positive and collaborative team environment.
- Identify opportunities to enhance the customer experience through proactive support initiatives.
- Manage and optimize customer support tools and technologies.
- Stay updated on industry trends and best practices in customer service.
Qualifications:
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 4 years of experience in customer service or support, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead and motivate a remote team.
- Excellent problem-solving, communication, and interpersonal skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to handle difficult customers and de-escalate situations effectively.
- Proficiency in managing multiple communication channels.
- Strong organizational and time management skills, with the ability to prioritize tasks in a remote setting.
- Experience in developing training materials and conducting training sessions.
- Data analysis skills to interpret support metrics and identify trends.
- A passion for customer satisfaction and delivering exceptional service.
- Adaptability and willingness to learn new tools and processes.
- Must be a self-starter and able to work independently with minimal supervision.
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1
Customer Support Specialist
60100 Embu, Eastern
KES150000 Annually
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Our client is dedicated to providing exceptional customer service and is seeking a motivated and empathetic Customer Support Specialist to join their expanding team. This is a fully remote position, allowing you to assist customers from anywhere. You will be the primary point of contact for customer inquiries, providing timely and accurate solutions to issues across various channels, including phone, email, and chat. Your responsibilities will include troubleshooting technical problems, guiding customers through product features, and resolving complaints with professionalism and efficiency. The ideal candidate will possess outstanding communication skills, both written and verbal, with a natural ability to build rapport and provide a positive customer experience. Previous experience in customer service or a related field is preferred. You should be adept at problem-solving, possess strong active listening skills, and maintain a patient and helpful demeanor. Proficiency in using customer relationship management (CRM) software is a plus. You will work independently, managing your queue of inquiries, and collaborate with internal teams to escalate complex issues when necessary. This role offers a fantastic opportunity to develop your skills in a supportive and dynamic remote work environment. We are looking for individuals who are passionate about helping others and committed to delivering first-class customer support.
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2
Customer Support Specialist
70201 Embu, Eastern
KES60000 month
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Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their thriving team. This is a fully remote position, offering you the chance to assist customers from the comfort of your home. You will be the first point of contact for customers, providing timely, accurate, and friendly support across various channels, including email, live chat, and phone. Your primary goal will be to resolve customer inquiries, troubleshoot issues, and ensure a positive customer experience. The ideal candidate is an excellent communicator, patient, empathetic, and possesses strong problem-solving skills. You will work within a supportive team environment, leveraging provided resources and training to excel in your role. Responsibilities include:
- Responding to customer inquiries and resolving issues promptly and efficiently via various communication channels.
- Troubleshooting technical problems and guiding customers through step-by-step solutions.
- Providing information about products and services, and educating customers on best usage practices.
- Documenting all customer interactions, feedback, and issues accurately in the CRM system.
- Identifying and escalating priority issues to the appropriate teams.
- Gathering customer feedback to help improve products and services.
- Maintaining a high level of customer satisfaction and building strong customer relationships.
- Adhering to company policies and procedures for customer support.
- Collaborating with team members to share knowledge and best practices.
- Continuously improving knowledge of products, services, and support processes.
- High school diploma or equivalent; associate's or bachelor's degree preferred.
- Proven experience in a customer service or helpdesk role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customer issues.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a remote setting.
- A reliable internet connection and a dedicated quiet workspace.
- Adaptability and willingness to learn new technologies and processes.
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3
Customer Support Representative
60100 Embu, Eastern
KES35000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Representative to join their team in a fully remote capacity. This role is essential for providing exceptional support to our clients' customers, resolving inquiries, and ensuring a positive customer experience. The ideal candidate will possess outstanding communication skills, patience, and a problem-solving attitude. Key responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner, troubleshooting technical issues and providing solutions, guiding customers through product features and services, and escalating complex issues to the appropriate departments when necessary. You will also be responsible for documenting all customer interactions and feedback accurately in the CRM system. Maintaining a high level of customer satisfaction and adhering to service level agreements (SLAs) are critical aspects of this role. The Customer Support Representative will act as a primary point of contact for customers, requiring a deep understanding of the company's products and services. This is a great opportunity for individuals who are passionate about helping people and thrive in a remote work environment, contributing to customer loyalty and retention.
Qualifications:
Qualifications:
- Proven experience in customer service or a similar role.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving abilities and patience.
- Familiarity with CRM software and helpdesk systems.
- Ability to multitask and manage time effectively.
- High school diploma or equivalent; college degree preferred.
- Comfortable working remotely with minimal supervision.
- Positive attitude and a genuine desire to help customers.
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4
Senior Customer Support Specialist
60100 Embu, Eastern
KES190000 Annually
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Job Description
Our client is looking for a dedicated and empathetic Senior Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, where you will be the primary point of contact for resolving customer inquiries, issues, and requests efficiently and effectively. You will be responsible for handling escalated customer complaints, mentoring junior support staff, developing and refining support processes and documentation, and ensuring customer satisfaction through timely and accurate resolutions. Your duties will include responding to customer inquiries via multiple channels (email, chat, phone), troubleshooting technical and non-technical problems, escalating complex issues to appropriate departments, and maintaining detailed records of customer interactions. You will also be involved in identifying trends in customer issues and providing feedback to improve products and services. The ideal candidate will possess outstanding communication and interpersonal skills, a patient and positive attitude, and a strong problem-solving aptitude. Previous experience in a customer service role, preferably in a senior capacity, and familiarity with CRM software and helpdesk systems are essential. The ability to work independently, manage time effectively, and maintain high service standards in a remote setting is crucial. We are seeking a customer-centric individual who is passionate about helping others and contributing to a positive customer experience. This role offers a flexible work environment and the opportunity to significantly impact customer loyalty and retention. Your ability to de-escalate situations and find satisfactory solutions will be key. Proficiency in multiple languages may be an advantage. Your dedication to customer success will be paramount in building and maintaining strong customer relationships.
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5
Remote Customer Support Specialist
60401 Embu, Eastern
KES55000 month
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Job Description
Our client is looking for a dedicated and empathetic Remote Customer Support Specialist to join their expanding team. In this fully remote role, you will be the first point of contact for customers, providing exceptional assistance and resolving inquiries via phone, email, and chat. Your primary goal will be to ensure customer satisfaction by offering timely, accurate, and helpful support. Responsibilities include actively listening to customer concerns, identifying the root cause of issues, and providing effective solutions, troubleshooting technical problems and guiding customers through resolution steps, documenting all customer interactions and transactions accurately in the CRM system, escalating complex issues to appropriate departments when necessary, and contributing to team knowledge base by sharing insights and solutions. You will also be expected to maintain a high level of product knowledge to assist customers effectively. This role requires excellent communication skills, patience, and a passion for helping people. You will need to be proficient in using customer support software and comfortable working independently in a remote setting. The ability to multitask and manage time efficiently is crucial. Our client values a customer-centric approach, and we are seeking individuals who are committed to delivering outstanding service. This position offers the flexibility of working from home, contributing to a collaborative and supportive virtual team environment. If you are a motivated individual with a knack for problem-solving and a desire to make a positive impact on customer experiences, we encourage you to apply. You will be instrumental in maintaining our client's reputation for excellent customer service, working remotely to achieve shared goals. This is an excellent opportunity to grow within a company that prioritizes employee development and customer satisfaction, all from the comfort of your home office.
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6
Senior Customer Support Specialist
60101 Embu, Eastern
KES70000 Annually
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Job Description
Our client is looking for a dedicated and customer-focused Senior Customer Support Specialist to join their client relations team in Embu, Embu, KE . This role is crucial in providing exceptional support and ensuring customer satisfaction. You will be responsible for handling complex customer inquiries, resolving issues, and providing guidance on products and services. The ideal candidate will have excellent communication skills, a patient demeanor, and a strong ability to troubleshoot and problem-solve. Key responsibilities include responding to customer requests via phone, email, and chat, documenting customer interactions, and escalating issues when necessary. You will also be involved in training and mentoring junior support staff, developing support resources, and identifying trends in customer feedback to improve service delivery. A high school diploma or equivalent is required; a college degree in a relevant field is a plus. A minimum of 4 years of experience in customer service or technical support is essential. Experience in a lead or senior support role, demonstrating leadership and problem-solving capabilities, is highly desirable. You should be proficient with CRM software and possess strong typing and computer skills. The ability to work effectively in a team environment and adapt to changing customer needs is important. This is a great opportunity to grow your career in customer support within a dynamic and supportive company.
Key Responsibilities:
Key Responsibilities:
- Provide advanced customer support and issue resolution.
- Handle escalated customer inquiries and complaints.
- Train and mentor junior customer support representatives.
- Develop and maintain customer support documentation.
- Analyze customer feedback and identify service improvements.
- Collaborate with other departments to resolve customer issues.
- Ensure a high level of customer satisfaction.
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7
Remote Customer Support Specialist
60100 Embu, Eastern
KES60000 Annually
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Posted today
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their fully remote team, providing exceptional service to their clientele from anywhere in Kenya. In this role, you will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive experience with our products and services. You will handle customer interactions via multiple channels, including email, live chat, and phone, providing timely and accurate assistance. A key aspect of this position involves actively listening to customer concerns, diagnosing problems, and offering effective solutions, often requiring creative thinking and a deep understanding of our offerings. You will maintain detailed records of customer interactions, issues, and resolutions within our CRM system. This role also involves identifying trends in customer inquiries to provide feedback to product development and improve overall customer satisfaction. The ideal candidate possesses outstanding communication skills, both written and verbal, with a friendly and professional demeanor. Strong interpersonal skills are essential for building rapport with customers and de-escalating challenging situations. You must be highly organized, detail-oriented, and capable of multitasking effectively in a fast-paced remote environment. A proactive approach to learning and adapting to new information about our products and services is crucial. This is a fantastic opportunity for individuals passionate about customer service, seeking a flexible work arrangement where they can make a real difference in customer satisfaction. Your ability to troubleshoot effectively and guide customers through complex processes will be highly valued. Join our growing team and contribute to delivering outstanding support.
Your responsibilities will include:
Qualifications:
Your responsibilities will include:
- Responding to customer inquiries promptly and professionally via email, chat, and phone.
- Resolving customer issues and complaints effectively and efficiently.
- Troubleshooting product or service problems and providing appropriate solutions.
- Guiding customers through product features and functionalities.
- Maintaining accurate customer records and interaction logs in the CRM system.
- Escalating complex issues to relevant departments when necessary.
- Identifying customer needs and proactively offering assistance.
- Gathering customer feedback and reporting trends to management.
- Contributing to the development of support documentation and FAQs.
- Ensuring high levels of customer satisfaction and retention.
Qualifications:
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service or a related role.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to multitask and manage time effectively in a remote setting.
- A patient, empathetic, and customer-centric attitude.
- Ability to work independently and as part of a remote team.
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8
Remote Customer Support Specialist
60400 Embu, Eastern
KES55000 month
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Posted today
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their team in a fully remote capacity. In this role, you will be the primary point of contact for customers, providing timely and effective assistance via phone, email, and chat. You will resolve customer inquiries, troubleshoot issues, and offer solutions to ensure a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, a patient demeanor, and the ability to manage multiple customer interactions efficiently in a remote environment. This is a great chance to build a career in customer service and contribute to positive customer experiences.
Key Responsibilities:
Qualifications:
If you are a people-person with a passion for helping others and are looking for a flexible, fully remote opportunity to excel in customer support, we invite you to apply. Join our client's team and make a difference in every customer interaction.
Key Responsibilities:
- Respond to customer inquiries and resolve issues via various communication channels (phone, email, live chat).
- Provide accurate information about products, services, and policies.
- Troubleshoot technical problems and guide customers through solutions.
- Process orders, returns, and exchanges as needed.
- Escalate complex issues to appropriate departments when necessary.
- Maintain detailed records of customer interactions and transactions.
- Identify and report trends in customer inquiries or feedback.
- Adhere to company standards and customer service protocols.
- Contribute to team efforts to improve customer satisfaction and loyalty.
- Gather customer feedback to help improve products and services.
Qualifications:
- Proven customer support or client service experience.
- Excellent verbal and written communication skills.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and customer support software.
- Ability to multitask, prioritize, and manage time effectively.
- Patient, empathetic, and customer-focused attitude.
- Proficiency in typing and computer literacy.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent; further education or certifications are a plus.
- Experience in troubleshooting technical issues is advantageous.
If you are a people-person with a passion for helping others and are looking for a flexible, fully remote opportunity to excel in customer support, we invite you to apply. Join our client's team and make a difference in every customer interaction.
This advertiser has chosen not to accept applicants from your region.
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