270 Customer Service jobs in Kitengela
Remote Customer Service Representative
00200 Ongata Rongai, Rift Valley
KES30000 Monthly
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Posted 7 days ago
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Job Description
Our client is looking for dedicated and customer-focused individuals to join their expanding team as Remote Customer Service Representatives. This role is fully remote, offering flexibility and the opportunity to provide exceptional support to a diverse customer base from the comfort of your own home. As a Customer Service Representative, you will be the primary point of contact for customer inquiries, handling a wide range of issues via phone, email, and live chat. Your responsibilities will include actively listening to customer concerns, identifying solutions, and providing accurate information about products and services. You will be expected to troubleshoot problems, process orders, manage customer accounts, and escalate complex issues to the appropriate departments when necessary. Maintaining a high level of professionalism and customer satisfaction is paramount. This position requires excellent communication and interpersonal skills, a patient and empathetic demeanor, and the ability to multitask effectively. You will need a stable internet connection, a quiet workspace, and proficiency in using computer systems and various software applications. The role involves extensive use of our client's CRM system, so prior experience with such tools is advantageous, though comprehensive training will be provided. We are seeking individuals who are reliable, self-motivated, and possess a strong work ethic, capable of managing their time and productivity in a remote setting. You will be part of a supportive virtual team, participating in regular online meetings and training sessions to enhance your skills and product knowledge. The ability to adapt to evolving customer needs and company policies is crucial. This role offers a rewarding career path for those passionate about helping others and contributing to a positive customer experience. Our client values teamwork and encourages a collaborative spirit, even within a remote framework. Success in this role hinges on your commitment to delivering outstanding service and resolving customer issues efficiently and effectively.
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0
Senior Customer Service Representative (Remote)
20300 Abothuguchi West
KES55000 Monthly
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Posted 7 days ago
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Job Description
Our client is seeking a dedicated and empathetic Senior Customer Service Representative to join their fully remote support team. In this vital role, you will be the primary point of contact for customers, providing exceptional service and resolving inquiries with efficiency and professionalism. You will handle complex customer issues, offer solutions, and ensure a positive customer experience. The ideal candidate is a strong communicator, patient, and possesses a deep understanding of customer service best practices. This role requires the ability to work independently, manage multiple communication channels, and contribute to a positive team environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide high-quality customer service and support via phone, email, chat, and other designated channels.
- Respond to customer inquiries, complaints, and feedback in a timely, professional, and courteous manner.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems to appropriate departments when necessary.
- Educate customers on products, services, and company policies.
- Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
- Identify and analyze recurring customer issues to provide feedback for process improvements.
- Assist in training and mentoring new customer service representatives.
- Contribute to team goals and performance metrics, ensuring service level agreements (SLAs) are met.
- Proactively identify opportunities to enhance the customer experience.
- Stay up-to-date with product knowledge and company updates.
- Handle sensitive customer information with confidentiality and discretion.
- Participate in team meetings and contribute to a collaborative work environment.
- Manage customer expectations effectively and strive for first-contact resolution whenever possible.
- Gather customer feedback to help improve products and services.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 3 years of experience in a customer service or call center role, with proven experience in handling complex inquiries.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using CRM software and customer support platforms.
- Ability to multitask and manage time effectively in a fast-paced, remote environment.
- Patience, empathy, and a customer-centric attitude.
- Reliable internet connection and a quiet, dedicated workspace.
- Ability to work independently with minimal supervision.
- Experience in training or mentoring junior staff is advantageous.
- Proficiency in relevant software applications (e.g., Microsoft Office Suite).
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1
Senior Customer Service & Helpdesk Representative (Remote)
00203 Ongata Rongai, Rift Valley
KES65000 Annually
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Posted 7 days ago
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Job Description
Our client is seeking an empathetic and highly efficient Senior Customer Service & Helpdesk Representative to join their remote-first support team. This role is crucial for providing exceptional support to our diverse customer base, resolving inquiries, and addressing technical issues with professionalism and speed. As a senior member of the team, you will handle escalated customer issues, mentor junior representatives, and contribute to the continuous improvement of support processes and customer satisfaction. The ideal candidate will possess outstanding communication skills, a deep understanding of customer service best practices, and a strong aptitude for problem-solving. You will be responsible for managing inbound customer contacts via phone, email, and chat, providing timely and accurate solutions, and ensuring a positive customer experience at every touchpoint. Your responsibilities will include troubleshooting product or service issues, guiding customers through solutions, and accurately documenting all interactions and resolutions in our CRM system. You will also identify trends in customer inquiries and feedback, relaying this information to relevant departments to drive product and service enhancements. This position requires a proactive approach to customer care, a commitment to exceeding expectations, and the ability to remain calm and effective under pressure. As this is a remote role, you must be self-motivated, organized, and possess a reliable home office setup with high-speed internet.
Key Responsibilities:
Key Responsibilities:
- Provide advanced customer support and technical assistance remotely.
- Handle escalated customer inquiries and complex problem resolution.
- Guide and mentor junior customer service representatives.
- Troubleshoot and resolve customer issues related to products and services.
- Manage inbound customer communications via phone, email, and chat.
- Document all customer interactions, issues, and resolutions accurately in the CRM.
- Identify and report recurring customer issues and feedback for service improvement.
- Maintain high levels of customer satisfaction through effective and timely support.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Contribute to the development and enhancement of support documentation and knowledge base articles.
- High school diploma or equivalent; further education or certifications are a plus.
- Minimum of 5 years of experience in customer service, helpdesk, or a similar support role.
- Proven experience handling escalated customer issues and providing technical assistance.
- Excellent verbal and written communication skills, with active listening abilities.
- Strong problem-solving and critical-thinking skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Demonstrated ability to remain patient and empathetic in customer interactions.
- Familiarity with common IT issues and support procedures is beneficial.
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2
Senior Customer Service & Support Lead
20100 Abothuguchi West
KES3800000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client, a fast-growing technology company revolutionizing its industry, is seeking an experienced and empathetic Senior Customer Service & Support Lead. This is a fully remote position, offering the flexibility to lead and inspire a remote support team from your home office. You will be responsible for overseeing daily customer service operations, ensuring exceptional support experiences for our diverse client base. Your role will involve managing a team of customer support representatives, providing coaching, training, and performance feedback, and developing strategies to enhance customer satisfaction and retention. You will handle escalated customer inquiries, resolve complex issues, and identify opportunities for service improvement. The ideal candidate will possess a deep understanding of customer service best practices, strong leadership capabilities, and a proven ability to motivate and manage a remote team. Excellent problem-solving, communication, and interpersonal skills are paramount. You should be adept at using customer relationship management (CRM) software and other support tools to track interactions, analyze trends, and implement proactive solutions. We are looking for a dedicated individual who is passionate about customer advocacy, can work independently, and thrives in a dynamic remote work environment. This is a crucial role in shaping customer loyalty and ensuring the continued success of our business.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a team of remote customer service representatives, providing guidance, support, and performance management.
- Develop and implement strategies to deliver exceptional customer service and support.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Monitor customer service performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
- Train and onboard new customer support team members, equipping them with the necessary skills and knowledge.
- Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with other departments (e.g., product, sales, engineering) to address customer feedback and resolve product-related issues.
- Identify trends in customer inquiries and provide insights to inform product development and service enhancements.
- Develop and implement quality assurance programs for customer interactions.
- Foster a positive and customer-centric team culture.
- Contribute to the development of customer service policies and procedures.
- Stay updated on industry best practices and emerging trends in customer support and service.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing and coaching remote customer support teams.
- Strong understanding of CRM software (e.g., Salesforce, Zendesk) and other customer support tools.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Demonstrated ability to empathize with customers and advocate for their needs.
- Excellent organizational and time management skills.
- Proficiency in relevant software applications.
- A proactive approach to identifying and resolving issues.
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3
Customer Service Lead - Technical Support
00100 Abothuguchi West
KES75000 Annually
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Posted 7 days ago
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Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
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4
Customer Service Lead - Technical Support
00500 Ongata Rongai, Rift Valley
KES250000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client, a rapidly expanding technology firm, is seeking an experienced and highly motivated Customer Service Lead to spearhead their technical support operations. This on-site role is crucial for ensuring exceptional customer satisfaction and seamless technical assistance for their diverse clientele. You will be responsible for leading a team of customer service representatives, managing daily operations, and upholding the highest standards of service quality. Your primary objective will be to resolve customer issues efficiently, accurately, and with empathy, contributing directly to customer retention and loyalty. Key responsibilities include supervising and mentoring the customer service team, developing and implementing support strategies, managing customer inquiries across various channels (phone, email, chat), troubleshooting technical problems, analyzing customer feedback to identify areas for improvement, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess a strong background in customer service management, particularly within a technical support environment. Proven leadership skills, excellent problem-solving abilities, and a deep understanding of CRM systems and ticketing platforms are essential. You must be adept at handling challenging customer situations and motivating a team to perform at their best. This role requires excellent communication and interpersonal skills, with a focus on delivering clear and effective solutions. You will be based at our client's office in **Ongata Rongai, Kajiado**, working collaboratively with your team and other departments. We are looking for a dedicated professional who is passionate about customer service and committed to driving operational excellence. You will have the opportunity to shape the customer support experience and contribute significantly to our client's growth and reputation in the market. Join our dedicated team and play a vital role in ensuring our customers receive the best possible support.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service Team Lead
00100 Abothuguchi West
KES250000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a rapidly expanding company known for its exceptional customer support, is seeking a dedicated and experienced Senior Customer Service Team Lead. This is a fully remote position where you will lead a team of customer service representatives, ensuring the delivery of outstanding support to our valued customers. You will be responsible for mentoring your team, improving service processes, and handling escalated customer issues with professionalism and efficiency, all while working from a remote location.
Key Responsibilities:
Qualifications:
This is a fantastic opportunity to take on a leadership role within a growing company, shaping the customer experience and leading a high-performing remote team. Our client is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals.
Key Responsibilities:
- Lead, coach, and mentor a team of customer service representatives to achieve performance goals and maintain high service standards.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Develop and implement strategies to enhance the customer service experience and improve operational efficiency.
- Handle escalated customer inquiries and complaints, providing effective and timely resolutions.
- Conduct regular team meetings to discuss performance, share updates, and foster a positive team environment.
- Train new team members and provide ongoing professional development for existing staff.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Identify trends in customer issues and provide feedback to relevant departments for product or service improvement.
- Manage schedules and workloads to ensure adequate coverage and optimal team performance.
- Utilize customer relationship management (CRM) software and other support tools effectively.
- Contribute to the development and refinement of customer service scripts and knowledge base articles.
- Foster a culture of empathy, professionalism, and problem-solving within the team.
- Analyze customer feedback and performance data to identify areas for improvement.
Qualifications:
- High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field is preferred.
- Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
- Proven experience in leading and motivating a remote customer service team.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Strong understanding of customer service principles and best practices.
- Exceptional communication, active listening, and interpersonal skills.
- Proficiency in using CRM systems and helpdesk software.
- Ability to manage multiple tasks and priorities effectively in a fast-paced environment.
- Demonstrated ability to work independently and manage time efficiently.
- Adaptability and a positive attitude towards change.
- Familiarity with performance management techniques.
This is a fantastic opportunity to take on a leadership role within a growing company, shaping the customer experience and leading a high-performing remote team. Our client is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals.
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6
Senior Customer Service & Helpdesk Specialist
00100 Abothuguchi West
KES90000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service & Helpdesk Specialist to join their support team in Nairobi, Nairobi, KE . This hybrid role offers a blend of in-office and remote work, providing flexibility while ensuring strong team collaboration. You will be responsible for providing advanced technical support, resolving complex customer issues, and mentoring junior helpdesk staff. The ideal candidate possesses exceptional problem-solving skills, a deep understanding of IT systems and troubleshooting, and a passion for delivering outstanding customer service. You will be a key point of contact for escalated issues, ensuring swift and effective resolution while maintaining high customer satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving hardware, software, and network issues.
- Troubleshoot and diagnose complex technical problems, escalating when necessary to senior IT staff.
- Manage and prioritize incoming support tickets, ensuring timely resolution according to service level agreements (SLAs).
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
- Train and mentor junior helpdesk technicians, sharing expertise and best practices.
- Identify recurring technical issues and recommend solutions or improvements to prevent future occurrences.
- Participate in the testing and deployment of new software and hardware.
- Monitor system performance and identify potential issues.
- Gather customer feedback and provide insights to improve products and services.
- Ensure customer satisfaction through proactive communication and efficient problem resolution.
- Assist with user account management and access control.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field is preferred.
- Minimum of 3 years of experience in a technical support or helpdesk role, with at least 1 year in a senior capacity.
- Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and network infrastructure.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Customer-focused attitude with a passion for providing excellent service.
- Ability to work effectively both independently and as part of a team.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Service Team Lead
01210 Ongata Rongai, Rift Valley
KES60000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client is seeking a motivated and experienced Remote Customer Service Team Lead to guide and support their remote customer service team. This is a vital fully remote role focused on ensuring exceptional customer experiences and operational efficiency. The Team Lead will be responsible for overseeing the daily operations of the customer service department, setting performance goals, and monitoring team progress. You will provide coaching, training, and motivation to customer service representatives, fostering a positive and high-performing team culture. Key responsibilities include handling escalated customer inquiries, resolving complex issues, and ensuring adherence to service level agreements (SLAs). You will analyze customer feedback and service data to identify areas for improvement and implement necessary changes to enhance customer satisfaction. The role requires developing and updating customer service procedures, scripts, and training materials. You will also collaborate with other departments to ensure a seamless customer journey across all touchpoints. Strong leadership, communication, and problem-solving skills are essential, along with the ability to manage a remote workforce effectively. A deep understanding of customer service best practices and experience with CRM software (e.g., Salesforce, Zendesk) are crucial. This is an excellent opportunity to lead a dedicated team and contribute significantly to customer loyalty and brand reputation, all from the comfort and convenience of your home office.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a remote customer service team.
- Monitor team performance and provide regular feedback and evaluations.
- Handle escalated customer issues and ensure timely resolution.
- Develop and implement strategies to improve customer satisfaction and retention.
- Analyze customer service data and metrics to identify trends and areas for improvement.
- Create and maintain customer service policies, procedures, and training materials.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with other departments to resolve customer issues and improve processes.
- Foster a positive and productive remote team environment.
- Manage scheduling and staffing to ensure adequate coverage.
- Proven experience in customer service, with at least 2 years in a supervisory or team lead role.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and interpersonal skills.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Strong analytical and problem-solving abilities.
- Excellent communication and conflict resolution skills.
- Ability to effectively manage and motivate a remote team.
- Experience in developing training materials and conducting agent coaching.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
This advertiser has chosen not to accept applicants from your region.
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