40 Customer Service jobs in Ongata Rongai

• Respond to customer inquiries and resolve issues via phone, email, and chat channels in a timely and professional manner.
• Provide detailed product and service information, guiding customers through solutions.
• Troubleshoot and diagnose customer problems, escalating complex issues to appropriate departments when necessary.
• Maintain accurate records of customer interactions and transactions.
• Identify and communicate trends in customer inquiries and feedback to the management team.
• Assist in training and mentoring new customer service representatives.
• Proactively identify opportunities to enhance the customer experience.
• Ensure adherence to company policies and customer service standards.
• Contribute to team goals and objectives, aiming for high customer satisfaction ratings.
• Handle customer complaints and work towards satisfactory resolutions.

• High school diploma or equivalent; Associate's or Bachelor's degree is preferred.
• Minimum of 3 years of experience in a customer service or support role, with at least 1 year in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
• Ability to remain calm and professional under pressure.
• Self-motivated and able to work independently in a remote setting.
• Strong typing skills and familiarity with customer service software.
• Demonstrated ability to handle complex customer issues and provide effective solutions.

JOB TITLE: CUSTOMER SERVICE COORDINATOR

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a man power management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced Customer Service Coordinator to work in Nairobi, Kenya

Job Summary:

The role will be responsible for providing support in the FFL Imports /exports function effectively and efficiently in compliance with client and customer requirements.

DUTIES & RESPONSIBILITIES:

·    Compliance with local authorities’ requirement for imports/exports, including but not limited to:

ü  Processing of permits and IDFs

ü  Co-ordinate shipping & logistics activities per client requirements

ü  Prepare Certificates such certificates of Origin, (EAC /COMESA)

ü   Prepare and dispatch files for customs clearance

ü  Generate other government agencies clearance documents

·    Implement exports / imports SOPs

·    Maintain exports/ imports records.

·    Receive and record exports / imports customer orders

·    Raise pro-forma invoices for customer orders

·    Communicate with customers to obtain shipment approval as soon as possible

·    Prepare export / imports documentation as per customer requirements

·    Prepare export documentation to comply with terms of applicable letters of credit

·    Capture orders in SAP and ensure pack and shelf-life requirements per market

·    Support on induction process for new employees

·    Engage with inspection authorities to ensure timely inspection

·    Book approved consignments for transit

·    Send pre/post alerts

·    Track shipments to destination

·    Maintain outbound shipments PODs

·    Update clients as necessary.

·    Participate in the implementation of departmental and site EMS objectives.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

·    Ability to work independently with minimal supervision

Interested and qualified applicants should submit their applications through the link below.

Note:

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

·    Ability to work independently with minimal supervision

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency in CRM software and customer service platforms.
• Strong analytical skills and ability to interpret service metrics.
• Ability to handle complex customer issues and escalations.
• Experience in the local market is an advantage.

• Lead, mentor, and manage a team of remote customer service representatives.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Train new hires and provide ongoing development opportunities for the team.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Implement strategies to enhance customer satisfaction, loyalty, and retention.
• Collaborate with other departments (e.g., Sales, Product) to address customer needs and improve the overall customer experience.
• Manage the scheduling and allocation of resources for the customer service team.
• Stay updated on industry trends and best practices in customer service and remote team management.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role overseeing remote teams.
• Proven experience in developing and implementing customer service strategies.
• Strong understanding of customer service metrics and KPIs (e.g., CSAT, NPS, FCR).
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer service tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to inspire and motivate a remote team.
• Strong organizational and time-management skills.
• Must have a reliable internet connection and a professional home office setup.

• Respond promptly and professionally to customer inquiries across multiple channels (phone, email, chat).
• Diagnose and resolve customer issues efficiently and effectively.
• Provide accurate information about products, services, and policies.
• Guide customers through troubleshooting steps and provide clear instructions.
• Document all customer interactions and resolutions accurately in the support system.
• Identify and escalate priority issues to appropriate teams when necessary.
• Gather customer feedback and share insights with relevant departments to improve products and services.
• Maintain a high level of customer satisfaction by exceeding expectations.
• Contribute to the knowledge base by creating and updating support articles.

• Previous experience in customer service or a similar role is highly desirable.
• Exceptional verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customer concerns.
• Proficiency in using customer support software and tools.
• Ability to multitask and manage time effectively in a remote work environment.
• A proactive attitude and a willingness to learn about new products and services.
• High school diploma or equivalent; further education or certifications are a plus.
• Reliable internet connection and a dedicated workspace for remote work.

• Responding promptly and professionally to customer inquiries via multiple channels.
• Diagnosing and resolving technical and non-technical customer issues.
• Guiding customers through product features and troubleshooting steps.
• Documenting customer interactions and resolutions accurately in the CRM system.
• Identifying trends in customer issues and escalating them to the appropriate departments.
• Contributing to the knowledge base by creating and updating support articles.
• Collaborating with internal teams to ensure customer satisfaction.
• Meeting and exceeding key performance indicators (KPIs) for customer satisfaction and response times.
• Continuously seeking opportunities to improve the customer support process.
• Staying up-to-date with product knowledge and industry trends.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills in English.
• Proficiency in using customer relationship management (CRM) software.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage time effectively in a remote environment.
• High school diploma or equivalent; college degree preferred.
• Familiarity with (Specific software/tools if applicable) is a plus.
• A dedicated home office space with a reliable internet connection is required.