82 Customer Service jobs in Kisumu
Remote Customer Service Representative
40100 Kisumu
KES55000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking dedicated and empathetic Remote Customer Service Representatives to join their vibrant, fully remote team. In this role, you will be the first point of contact for customers, providing exceptional support and resolving inquiries with professionalism and efficiency. You will handle customer requests via phone, email, and chat, offering solutions, information, and troubleshooting assistance. This position requires excellent communication skills, patience, and a passion for helping others. You'll work from the comfort of your home, utilizing cutting-edge communication tools to ensure a seamless customer experience. We are looking for individuals who can adapt quickly and maintain a positive attitude in a dynamic environment.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot technical problems and guide customers through solutions.
- Process orders, returns, and exchanges according to established procedures.
- Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
- Identify and escalate priority issues to the appropriate internal teams.
- Gather customer feedback and report trends or recurring issues to management.
- Strive to achieve and exceed customer satisfaction metrics.
- Continuously learn about new products, services, and company updates to provide informed support.
- Contribute to a positive and collaborative team environment through effective communication and mutual support.
- Adhere to all company policies and procedures, including data privacy and security guidelines.
- Assist with special projects as assigned by the customer service management team.
- High school diploma or equivalent; further education or relevant certifications are a plus.
- Proven experience (1-2 years) in a customer service or call center role is preferred.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High degree of patience, empathy, and a customer-centric attitude.
- Self-motivated and disciplined, with the ability to work independently in a remote setting.
- A stable internet connection and a quiet, dedicated workspace are mandatory.
- Flexibility to work various shifts as required.
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0
Remote Customer Service Representative (Technical Support)
40100 Kisumu
KES40000 Monthly
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Posted 2 days ago
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Job Description
Our client is seeking a friendly, empathetic, and technically proficient Remote Customer Service Representative to join their dedicated support team. This is a fully remote position, allowing you to assist customers with their technical inquiries and issues from the comfort of your home. You will be the first point of contact for customers, providing excellent service and effective solutions to ensure a positive experience. The ideal candidate is patient, a strong communicator, and possesses a natural ability to troubleshoot technical problems.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and chat channels.
- Troubleshoot and resolve a wide range of technical issues related to the company's products or services.
- Guide customers through product setup, usage, and troubleshooting steps.
- Clearly and concisely document customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues to higher-level support teams when necessary.
- Maintain a high level of customer satisfaction by providing timely, accurate, and friendly support.
- Identify patterns in customer issues and provide feedback to product development and quality assurance teams.
- Stay up-to-date with product knowledge and updates to provide accurate information.
- Adhere to company service level agreements (SLAs) and quality standards.
- Contribute to the development and maintenance of help desk knowledge base articles.
- Proactively identify opportunities to improve the customer experience.
- Collaborate with team members to share best practices and solve common issues.
- Handle customer complaints and resolve them professionally and efficiently.
- Ensure a positive and professional demeanor in all customer interactions.
- Assist customers in navigating the company's platform and resources.
- High school diploma or equivalent; a technical certification or associate's degree is a plus.
- Previous experience in customer service or technical support is highly desirable.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using customer relationship management (CRM) software and help desk tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- Comfortable working independently with minimal supervision.
- Reliable high-speed internet connection and a quiet, dedicated workspace.
- A positive and resilient attitude.
- Willingness to learn about new products and technologies.
- Experience with common operating systems (Windows, macOS) and software applications.
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1
Senior Customer Service Manager
40100 Kisumu
KES270000 Annually
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Posted today
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Job Description
Our client is seeking an experienced and dynamic Senior Customer Service Manager to lead our customer support operations. This role requires a strong leader dedicated to delivering exceptional customer experiences and managing a high-performing team. Based at our office in **Kisumu, Kisumu, KE**, you will be responsible for overseeing all aspects of customer service, including issue resolution, customer satisfaction, and team performance. The ideal candidate will have a proven track record in customer service management, excellent leadership abilities, and a deep understanding of customer service principles and practices. Key responsibilities include developing and implementing customer service strategies, training and mentoring customer service representatives, monitoring service quality, and managing customer feedback. You will also be responsible for analyzing customer service data to identify trends and areas for improvement. This position demands outstanding communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a team effectively. We are looking for a proactive individual committed to upholding our client's reputation for excellent customer care. This is a vital role for ensuring customer loyalty and satisfaction.
Qualifications:
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 7 years of experience in customer service, with at least 3 years in a management or supervisory role.
- Demonstrated success in improving customer satisfaction metrics and team performance.
- Proven ability to lead, train, and motivate a customer service team.
- Strong understanding of customer service software and CRM systems.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Exceptional communication, interpersonal, and presentation skills.
- Ability to manage service level agreements (SLAs) and ensure timely issue resolution.
- Strong organizational skills and attention to detail.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service Team Lead, Remote
40100 Kisumu
KES100000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a motivated and experienced Senior Customer Service Team Lead to guide and support their remote customer support team. This role is essential for ensuring exceptional customer satisfaction and operational excellence within their helpdesk function. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and the ability to inspire and develop a high-performing team. You will be responsible for overseeing daily operations, resolving escalated issues, and driving continuous improvement in service delivery.
Key Responsibilities:
Qualifications:
This fully remote position is key to maintaining our client's reputation for excellent customer support, impacting customers directly and indirectly across their service regions, including those near Kisumu, Kisumu, KE .
Key Responsibilities:
- Lead, mentor, and coach a team of remote customer service representatives, fostering a positive and productive work environment.
- Monitor team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement strategies for improvement.
- Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
- Develop and implement training programs to enhance the skills and knowledge of the customer service team.
- Ensure adherence to company policies, procedures, and service standards.
- Analyze customer feedback and service trends to identify areas for process improvement and product enhancements.
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.
- Manage workforce scheduling and ensure adequate staffing levels to meet service demands.
- Create and maintain knowledge base articles and internal documentation for the support team.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Contribute to the development and implementation of new customer service initiatives and technologies.
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 team lead or supervisory role.
- Proven experience managing and motivating remote customer service teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to handle stressful situations and de-escalate customer conflicts effectively.
- Strong organizational and time management skills, with the ability to manage multiple priorities.
- Demonstrated ability to work independently and drive results in a remote environment.
- Experience in analyzing customer service data and generating reports.
This fully remote position is key to maintaining our client's reputation for excellent customer support, impacting customers directly and indirectly across their service regions, including those near Kisumu, Kisumu, KE .
This advertiser has chosen not to accept applicants from your region.
3
Senior Remote Customer Service & Helpdesk Lead
40100 Kisumu
KES145000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly experienced and empathetic Senior Remote Customer Service & Helpdesk Lead to manage their support operations entirely from a remote setting. This role demands exceptional leadership skills, a deep understanding of customer support best practices, and the ability to foster a positive and efficient remote team environment. You will be responsible for overseeing the helpdesk function, ensuring timely and effective resolution of customer inquiries and technical issues. Your expertise in developing support protocols, training staff, and utilizing customer support software will be crucial. This position offers the flexibility to work from home while ensuring outstanding customer satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a remote customer service and helpdesk team, providing guidance and support.
- Develop and implement efficient customer support processes, workflows, and service level agreements (SLAs).
- Monitor team performance and individual agent productivity, providing regular feedback and coaching.
- Ensure prompt and accurate resolution of customer inquiries, issues, and technical problems via multiple channels.
- Manage the utilization and effectiveness of customer support software and ticketing systems.
- Train new and existing team members on product knowledge, support procedures, and customer service best practices.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with other departments to address recurring issues and enhance product/service offerings.
- Develop and maintain comprehensive knowledge base articles and FAQs for customers and internal use.
- Handle escalated customer issues and ensure their satisfactory resolution.
- Stay updated on industry trends in customer service and helpdesk management.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or helpdesk support, with at least 3 years in a leadership or supervisory role.
- Proven experience managing remote customer service teams and operations.
- Strong understanding of customer support principles, methodologies, and best practices.
- Proficiency with helpdesk software (e.g., Zendesk, ServiceNow) and CRM systems.
- Excellent problem-solving, analytical, and decision-making skills.
- Exceptional communication, interpersonal, and conflict-resolution skills.
- Ability to motivate and manage a remote team effectively.
- Strong organizational and time management skills, with the ability to prioritize tasks in a remote environment.
- A passion for delivering outstanding customer experiences.
- While the role is remote, familiarity with the customer base and technical support needs within the Kisumu, Kisumu, KE region would be beneficial.
This advertiser has chosen not to accept applicants from your region.
4
Lead Customer Service & Helpdesk Specialist - Remote
40100 Kisumu
KES140000 Annually
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Posted 2 days ago
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Job Description
Our client is looking for a proactive and experienced Lead Customer Service & Helpdesk Specialist to manage and elevate their customer support operations from a fully remote capacity. This pivotal role involves leading a team of support professionals to deliver exceptional service and technical assistance to clients. You will be responsible for developing and implementing efficient helpdesk protocols, ensuring timely resolution of customer inquiries and technical issues across multiple communication channels. Your expertise will be vital in training support staff, monitoring service quality, and identifying trends to improve customer satisfaction and system performance. This position requires a deep understanding of customer relationship management (CRM) systems, ticketing software, and common technical troubleshooting methodologies. The ideal candidate will possess a proven track record in customer service management or a senior helpdesk role, demonstrating strong leadership, problem-solving, and communication skills. Experience in building and motivating remote teams is essential. You will be responsible for analyzing customer feedback, developing performance metrics, and implementing strategies to enhance the overall customer experience. This is an outstanding opportunity to contribute to a client-focused organization while enjoying the flexibility of remote work. You will play a key role in ensuring our clients receive prompt, accurate, and friendly support, thereby strengthening customer loyalty and brand reputation. Excellent communication, empathy, and the ability to de-escalate challenging situations are crucial for success in this role. You will also be involved in continuous process improvement initiatives to optimize support workflows and team efficiency.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service & Technical Support Lead (Remote)
40100 Kisumu
KES170000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a seasoned Senior Customer Service & Technical Support Lead to manage and elevate their remote customer support operations. This leadership role is crucial for ensuring exceptional customer experiences by overseeing a team of support agents, resolving complex customer issues, and implementing best practices in customer service and technical assistance. You will be responsible for training and mentoring support staff, analyzing support metrics, and collaborating with product and engineering teams to improve customer satisfaction and product usability. The ideal candidate possesses a strong background in customer service management, technical troubleshooting, and team leadership within a remote context.
Responsibilities:
Qualifications:
This is a 100% remote position, offering excellent flexibility and work-life balance. Our client is committed to cultivating a high-performing and engaged remote workforce. You will play a crucial role in supporting our customers, including those potentially utilizing our services in **Kisumu, Kisumu, KE**, while working from your preferred location.
Responsibilities:
- Lead, manage, and motivate a remote team of customer service and technical support representatives.
- Develop and implement effective customer support strategies, policies, and procedures.
- Ensure timely and high-quality resolution of customer inquiries, issues, and escalations across multiple channels (email, chat, phone).
- Train new support agents and provide ongoing coaching and professional development to the team.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction (CSAT).
- Analyze support trends and customer feedback to identify areas for improvement in products and services.
- Collaborate with product development, engineering, and marketing teams to advocate for customer needs and resolve technical issues.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Manage the CRM system and other support tools to ensure efficient operations.
- Handle high-priority customer escalations and ensure satisfactory resolutions.
- Foster a customer-centric culture within the support team and across the organization.
Qualifications:
- Bachelor's degree in Business Administration, Communications, Computer Science, or a related field.
- Minimum of 5 years of experience in customer service and/or technical support, with at least 2 years in a team lead or supervisory role.
- Proven experience managing remote support teams and optimizing remote customer service operations.
- Strong understanding of customer support best practices, CRM systems, and helpdesk software.
- Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
- Exceptional communication, interpersonal, and active listening skills.
- Demonstrated leadership abilities, with a passion for coaching and developing team members.
- Ability to work independently, manage priorities, and maintain high performance in a remote setting.
- Familiarity with SaaS products and support environments is a plus.
This is a 100% remote position, offering excellent flexibility and work-life balance. Our client is committed to cultivating a high-performing and engaged remote workforce. You will play a crucial role in supporting our customers, including those potentially utilizing our services in **Kisumu, Kisumu, KE**, while working from your preferred location.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Specialist
40144 Kisumu
KES70000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a compassionate and efficient Customer Support Specialist for a fully remote position. This role is crucial for providing exceptional assistance to our customers, resolving inquiries, and ensuring a positive experience with our products and services. You will handle customer interactions via phone, email, and chat, addressing a wide range of questions and issues. The ideal candidate possesses outstanding communication and active listening skills, coupled with a patient and empathetic demeanor. You should be proficient in troubleshooting common technical problems and be able to guide customers through solutions clearly and concisely. Experience with customer relationship management (CRM) software is a plus. This position requires the ability to manage multiple tasks simultaneously and maintain composure under pressure. You will be responsible for documenting customer interactions and feedback, contributing to service improvements. Training will be provided on our products and support systems, but a strong willingness to learn and adapt is essential. This remote role offers the flexibility to work from home while making a significant impact on customer satisfaction for our client base, which may include customers in **Kisumu, Kisumu, KE**. Join our dedicated support team and be the voice of our company.
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7
Customer Support Lead
40100 Kisumu
KES180000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Customer Support Lead to manage and optimize their customer service operations. This is a fully remote position, offering the opportunity to lead a dedicated team of support professionals from anywhere. You will be instrumental in ensuring exceptional customer satisfaction, resolving complex issues, and driving continuous improvement in support processes. The ideal candidate possesses strong leadership skills, a deep understanding of customer service principles, and a passion for delivering outstanding support experiences.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a remote team of customer support representatives.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Develop and implement customer service policies, procedures, and best practices.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Identify trends in customer issues and provide feedback to product and engineering teams for service improvement.
- Handle escalated customer complaints and complex issues, ensuring satisfactory resolution.
- Manage support channels, including email, chat, phone, and social media.
- Contribute to the development and maintenance of knowledge base articles and support documentation.
- Analyze customer feedback and implement strategies to enhance the overall customer experience.
- Collaborate with other departments to ensure a cohesive customer journey.
- Ensure team adherence to company policies and quality standards.
- Participate in hiring and onboarding of new support team members.
- Bachelor's degree in Business Administration, Communications, or a related field; relevant experience may substitute for a degree.
- Minimum of 4-6 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven leadership and team management skills, with experience managing remote teams.
- Excellent problem-solving, analytical, and decision-making abilities.
- Strong communication, interpersonal, and conflict-resolution skills.
- Proficiency with customer support software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Experience in developing and implementing customer support strategies.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A customer-centric mindset with a passion for exceeding expectations.
- Experience in (mention specific industry if applicable, e.g., SaaS, E-commerce) is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead
40100 Kisumu
KES80000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a proactive and empathetic Customer Support Lead to manage and elevate their customer service operations. This is a fully remote position, allowing you to contribute your leadership skills from anywhere. You will be responsible for leading a team of customer support representatives, ensuring the delivery of exceptional service, and resolving complex customer issues. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will be instrumental in developing training materials, implementing quality assurance measures, and identifying areas for service improvement. This role requires a keen ability to analyze customer feedback, manage team performance, and foster a positive and customer-centric team culture. You will work closely with other departments to ensure customer needs are met effectively and contribute to overall customer satisfaction and retention. This is a fantastic opportunity for an experienced customer service professional to lead a remote team and make a significant impact on customer experience.
Key responsibilities include:
Candidates should have a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role. Proven experience managing remote teams is highly desirable. Excellent problem-solving, communication, and interpersonal skills are essential. Familiarity with customer support software and CRM systems is required. The ability to remain calm under pressure, empathize with customers, and lead by example in a remote environment is crucial. Join our client's dedicated remote team, championing outstanding customer service from Kisumu, Kisumu, KE .
Key responsibilities include:
- Leading, coaching, and motivating a team of customer support representatives.
- Ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Developing and implementing customer service policies and procedures.
- Monitoring team performance, setting KPIs, and conducting regular performance reviews.
- Training new and existing team members on products, services, and support protocols.
- Handling escalated customer complaints and complex issues.
- Analyzing customer feedback and identifying trends to improve service quality.
- Developing and maintaining knowledge base articles and FAQs.
- Collaborating with other departments to address customer needs and improve processes.
- Ensuring adherence to service level agreements (SLAs).
- Driving initiatives to enhance customer satisfaction and loyalty.
Candidates should have a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role. Proven experience managing remote teams is highly desirable. Excellent problem-solving, communication, and interpersonal skills are essential. Familiarity with customer support software and CRM systems is required. The ability to remain calm under pressure, empathize with customers, and lead by example in a remote environment is crucial. Join our client's dedicated remote team, championing outstanding customer service from Kisumu, Kisumu, KE .
This advertiser has chosen not to accept applicants from your region.
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