0 Customer Support jobs in Kenya

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor's degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools.

Skills:

• Excellent communication and problem-solving skills.
• Patience when handling tough cases with customers or others.
• Strong organizational and time-management skills.
• Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

• Willingness to travel to field locations as needed.
• Flexibility to participate in on-call rotations.

What We Offer:

• Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
• A dynamic, collaborative, and entrepreneurial work environment.
• Competitive salary and benefits package.
• Professional development opportunities and career growth potential.
• Hands-on experience in field operations within a growing industry.

Company Description
Assent offers professional regulatory and compliance services to complement the world's fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.

Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.

Work Model

Fully Onsite in our Eldoret Offices. This is a 6 month term contract.

Job Description
Position Summary

The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client's supply chains.

Key Requirements And Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites;
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers;
• Act as a peer mentor to Supplier Support Agents as required;
• Keep up to date with new regulations and changes in Assent's products to become an expert in your field;
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.

Qualifications
Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
• Bachelor's Degree/Higher diploma from a recognized learning institution;
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;
• Solutions-first attitude, self-motivated to proactively engage with our suppliers through multiple channels;
• Builds productive and stable working relationships internally and externally in the interest of supporting our suppliers needs;
• Possess basic to intermediate regulatory knowledge in order to consult with suppliers in providing requested information;
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Additional Information
At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.
• Financial Benefits: It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.
• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to appropriate departments when necessary.
• Provide product information and guidance to customers, ensuring their needs are met.
• Maintain accurate and detailed records of customer interactions and transactions.
• Identify and report recurring issues to help improve products and services.
• Contribute to the development of customer support resources, such as FAQs and knowledge base articles.
• Assist with customer onboarding and training, ensuring a smooth transition.
• Gather customer feedback and share insights with the product and marketing teams.
• Follow communication guidelines and protocols to maintain brand consistency.
• Proactively seek solutions to customer problems and strive for first-contact resolution.

• High school diploma or equivalent; a college degree is a plus.
• Proven experience in customer service or a related field.
• Excellent communication skills, both written and verbal, with a friendly and patient demeanor.
• Strong problem-solving abilities and the capacity to handle difficult situations with professionalism.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask, prioritize, and manage time effectively.
• Comfortable working in both remote and office environments.
• A genuine desire to help customers and a positive attitude.
• Familiarity with the local market and customer expectations in **Malindi, Kilifi, KE** is beneficial.
• Ability to adapt to changing workflows and learn new systems quickly.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Identify and assess customers' needs to achieve satisfaction.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues effectively, escalating complex problems when necessary.
• Process orders, forms, applications, and requests accurately.
• Maintain customer records by updating account information.
• Gather customer feedback and share insights with the relevant teams to improve services.
• Follow communication procedures, guidelines, and policies.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Contribute to team effort by accomplishing related results as needed.

• High school diploma or equivalent; higher education or relevant certification 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 is advantageous.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• A customer-centric approach and patience.
• Proficiency in English and local languages.
• Ability to adapt to a hybrid work model.
• Demonstrated ability to remain calm and professional under pressure.

• 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.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Diagnose and resolve customer issues, providing clear and concise solutions.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Process customer requests, orders, and account updates accurately.
• Escalate complex or unresolved issues to senior support staff or relevant departments.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Contribute to building and maintaining a comprehensive knowledge base of support solutions.
• Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
• Adhere to service level agreements (SLAs) and ensure high levels of customer satisfaction.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.
• Assist in training new team members on support procedures and best practices.
• Proactively seek opportunities to improve the customer support process and customer experience.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent verbal and written communication skills in English and Swahili.
• Strong problem-solving and critical thinking abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and collaboratively in a hybrid work model.
• Familiarity with (mention a relevant product/service type, e.g., software applications, e-commerce platforms) is a plus.
• A high school diploma or equivalent; further education or certifications are an advantage.
• Demonstrated ability to remain calm and professional under pressure.