862 Customer Support Engineer jobs in Kenya
Remote Customer Support Engineer
01002 Gathiruini
KES180000 Annually
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Our client is looking for a dedicated and empathetic Remote Customer Support Engineer to join their growing team. This is a critical, fully remote position focused on providing exceptional technical assistance and support to our diverse customer base. You will be the first point of contact for customers experiencing issues with our products or services, diagnosing problems, and guiding them through troubleshooting steps to resolution. Your role involves managing inbound customer inquiries via multiple channels, including email, phone, and chat. You will be expected to document customer interactions, identify recurring issues, and provide feedback to the product development team for continuous improvement. A deep understanding of our product suite and excellent problem-solving skills are essential. You must be patient, articulate, and capable of explaining complex technical concepts in a clear and understandable manner to non-technical users. This role offers the flexibility of working from anywhere, contributing to a customer-centric culture that values responsiveness and efficacy. The successful candidate will possess strong technical aptitude, excellent communication abilities, and a commitment to exceeding customer expectations. We are seeking individuals who can thrive in a dynamic, remote-first environment and contribute positively to our customer satisfaction metrics. This position is specifically designed to serve clients and users, with a focus on technical support relevant to operations near **Mlolongo, Machakos, KE**, but operates on a national scale.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide technical support via email, phone, and chat.
- Diagnose and troubleshoot technical issues related to our products and services.
- Guide customers through step-by-step solutions to resolve their problems.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to the appropriate technical teams.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Analyze customer feedback to identify trends and areas for product improvement.
- Ensure customer satisfaction by providing timely and effective support.
- Collaborate with other support team members to share knowledge and best practices.
- Proven experience in a customer support or technical support role.
- Strong knowledge of troubleshooting methodologies and common technical issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- High school diploma or equivalent; associate's or bachelor's degree in a technical field is a plus.
- Patience, empathy, and a customer-focused attitude.
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Senior Customer Support Engineer
00300 Abothuguchi West
KES180000 Annually
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Our client is looking for a highly skilled Senior Customer Support Engineer to join their dedicated technical support team. This hybrid role offers a dynamic blend of remote and in-office work, providing flexibility while maintaining team collaboration. The ideal candidate will be responsible for providing advanced technical assistance to customers, troubleshooting complex issues, and ensuring customer satisfaction. Responsibilities include managing incoming support requests via various channels (phone, email, chat), diagnosing and resolving software and hardware problems, and escalating issues to appropriate teams when necessary. You will be expected to maintain detailed records of customer interactions, issues, and resolutions using our CRM system. The role requires deep knowledge of our product suite, excellent problem-solving abilities, and the capacity to explain technical concepts clearly to non-technical users. You will also contribute to creating and updating knowledge base articles, FAQs, and troubleshooting guides to empower customers and reduce ticket volume. A key aspect of this role involves collaborating with product development and quality assurance teams to identify and address recurring issues, providing valuable customer feedback to improve product performance. Strong communication skills, both written and verbal, are essential for effective customer interaction and internal collaboration. You should be adept at managing multiple priorities and working efficiently under pressure. The successful candidate will be proactive in identifying potential customer issues and providing solutions before they escalate. This is a fantastic opportunity for an experienced support professional to grow their career within a supportive and innovative environment, contributing directly to customer success and loyalty.
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1
Senior Customer Support Engineer - SaaS Platform
50100 Kakamega, Western
KES250000 Annually
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Our client, a fast-growing Software-as-a-Service (SaaS) company, is looking for a highly skilled Senior Customer Support Engineer to provide exceptional technical assistance to its global client base. This is a fully remote position, allowing you to work from anywhere and be part of a supportive, distributed team. You will be responsible for troubleshooting complex technical issues, providing timely and effective solutions, and ensuring high levels of customer satisfaction. Key responsibilities include responding to customer inquiries via various channels (email, chat, phone), diagnosing and resolving software-related problems, documenting technical issues and solutions, and contributing to the knowledge base. You will also collaborate with the engineering and product teams to identify and report bugs and suggest product improvements.
The ideal candidate will have a strong technical aptitude, with excellent problem-solving and analytical skills. A deep understanding of SaaS platforms, CRM systems, and common IT infrastructure is required. Experience with API troubleshooting, database querying, and log analysis is highly desirable. Excellent written and verbal communication skills are crucial for explaining technical concepts to non-technical users. You must be patient, empathetic, and possess a customer-centric approach. Prior experience in a customer support or technical helpdesk role, preferably within a SaaS environment, is essential. If you are passionate about technology and helping customers succeed, and you thrive in a remote work environment, we encourage you to apply. This role offers the opportunity to work with innovative technology and contribute to customer success for clients in **Kakamega, Kakamega** and globally.
The ideal candidate will have a strong technical aptitude, with excellent problem-solving and analytical skills. A deep understanding of SaaS platforms, CRM systems, and common IT infrastructure is required. Experience with API troubleshooting, database querying, and log analysis is highly desirable. Excellent written and verbal communication skills are crucial for explaining technical concepts to non-technical users. You must be patient, empathetic, and possess a customer-centric approach. Prior experience in a customer support or technical helpdesk role, preferably within a SaaS environment, is essential. If you are passionate about technology and helping customers succeed, and you thrive in a remote work environment, we encourage you to apply. This role offers the opportunity to work with innovative technology and contribute to customer success for clients in **Kakamega, Kakamega** and globally.
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2
Customer Service Representative
60400 Meru , Eastern
KES45000 Annually
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Our client is looking for a dedicated and empathetic Customer Service Representative to join their fully remote support team. This role is essential for providing exceptional assistance and building positive relationships with our valued customers. You will be the primary point of contact, handling inquiries, resolving issues, and offering support through various communication channels, including phone, email, and chat. Your responsibilities will include addressing customer questions about products and services, processing orders, managing complaints, and providing information on company policies. We are seeking individuals with excellent communication skills, patience, and a strong ability to listen and understand customer needs. Proficiency in using customer relationship management (CRM) software and other support tools is essential. The ability to work independently, manage time effectively, and maintain a positive attitude while dealing with challenging situations in a remote environment is crucial. You will be expected to provide accurate and timely information, troubleshoot problems, and ensure customer satisfaction. This position offers a fantastic opportunity to develop your customer service skills and contribute to a positive customer experience, all from the comfort of your own home. Join a supportive team environment where your efforts directly impact customer loyalty and company reputation.
Responsibilities:
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide accurate information about products, services, and company policies.
- Resolve customer complaints and issues efficiently and effectively.
- Process customer orders, returns, and exchanges.
- Maintain customer records by updating account information in the CRM system.
- Identify and escalate priority issues to the appropriate departments.
- Gather customer feedback and share insights with the team for service improvement.
- Adhere to company service standards and quality guidelines.
- Manage time effectively to meet service level agreements (SLAs).
- Contribute to a positive and collaborative team environment.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a similar role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software and common office applications.
- Ability to multitask and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric approach.
- Ability to remain calm and professional under pressure.
- Strong interpersonal skills and a team-player attitude.
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3
Customer Service Representative
80100 Nairobi, Nairobi
KES30000 month
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Our client is looking for an enthusiastic and dedicated Customer Service Representative to join their vibrant team in **Malindi, Kilifi, KE**. This hybrid role provides the flexibility to work both remotely and from our client's local office. The ideal candidate will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive customer experience. Key responsibilities include answering customer calls, responding to emails and live chat messages, processing orders, and providing product or service information. You will be expected to identify and escalate customer needs to appropriate departments, follow communication procedures, guidelines, and policies, and meet customer service metrics. Excellent communication, active listening, and problem-solving skills are essential. The ability to remain calm and professional, especially during challenging interactions, is paramount. We are seeking individuals with a friendly demeanor, a strong work ethic, and a genuine desire to help customers. Previous experience in a customer service or client-facing role is preferred. Familiarity with CRM systems and customer support software is a plus. A high school diploma or equivalent is required, with some college coursework being an advantage. You should be comfortable working independently in a remote capacity and also collaborating effectively with colleagues in the office. This is a great opportunity to contribute to customer satisfaction and be part of a supportive team environment, ensuring our client's customers feel valued and supported.
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4
Customer Service Representative
00901 Abothuguchi West
KES45000 Annually
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Our client is seeking a proactive and customer-focused Customer Service Representative to join their support team. This role involves handling customer inquiries, resolving issues, and ensuring a positive customer experience. As a hybrid position, you will have the flexibility to work both remotely and from our office located in **Ruiru, Kiambu, KE**, allowing for a blend of focused independent work and collaborative team engagement.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide information about products and services, addressing customer needs and concerns.
- Troubleshoot and resolve customer issues efficiently and effectively.
- Process orders, returns, and exchanges accurately.
- Maintain detailed records of customer interactions and transactions.
- Escalate complex issues to the appropriate departments when necessary.
- Gather customer feedback to help improve services and products.
- Adhere to company policies and procedures in all customer interactions.
- Collaborate with team members to share best practices and improve service quality.
- Meet individual and team performance targets for customer satisfaction and response times.
Qualifications:
- Previous experience in customer service or a related role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using customer relationship management (CRM) software.
- Ability to multitask and manage time effectively.
- A patient and empathetic approach to customer interactions.
- Comfortable working in both remote and office environments.
- High school diploma or equivalent; further education is a plus.
- Basic computer proficiency.
- Ability to learn quickly and adapt to new systems.
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5
Customer Service Lead
00102 Gathiruini
KES60000 Annually
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Our client, a fast-growing online retailer, is seeking a dedicated and experienced Customer Service Lead to manage their fully remote customer support team. This pivotal role involves overseeing day-to-day operations, ensuring exceptional customer experiences, and mentoring a team of customer service representatives. The ideal candidate is passionate about customer satisfaction, possesses strong leadership qualities, and excels in a remote team environment. You will be responsible for implementing best practices, resolving complex customer issues, and contributing to the continuous improvement of customer service processes.
Key Responsibilities:
This is a fully remote opportunity, requiring excellent communication skills, strong problem-solving abilities, and the capacity to manage and motivate a team virtually. Candidates should have a proven track record in customer service management, preferably within an e-commerce or retail environment. A passion for customer advocacy and a commitment to delivering outstanding service are essential. Proficiency in customer relationship management (CRM) software and a comfort level with remote work tools are required. This role offers the chance to lead a dedicated team and significantly impact customer satisfaction for a thriving business, all from the convenience of your home office.
Key Responsibilities:
- Lead, coach, and motivate a remote team of customer service representatives to achieve performance goals.
- Manage the daily operations of the customer service department, ensuring efficient and effective issue resolution.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.
- Monitor customer service metrics and KPIs, identifying areas for improvement and implementing corrective actions.
- Train new team members on products, services, and customer service best practices.
- Maintain a deep understanding of company products and services to provide accurate information to customers.
- Gather customer feedback and insights to inform product development and service improvements.
- Ensure adherence to quality standards and company protocols in all customer interactions.
- Utilize CRM systems and other tools to track customer interactions and manage service requests.
- Foster a positive and supportive team culture within the remote work environment.
This is a fully remote opportunity, requiring excellent communication skills, strong problem-solving abilities, and the capacity to manage and motivate a team virtually. Candidates should have a proven track record in customer service management, preferably within an e-commerce or retail environment. A passion for customer advocacy and a commitment to delivering outstanding service are essential. Proficiency in customer relationship management (CRM) software and a comfort level with remote work tools are required. This role offers the chance to lead a dedicated team and significantly impact customer satisfaction for a thriving business, all from the convenience of your home office.
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6
Customer Service Representative
60200 Meru , Eastern
KES360000 Annually
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Our client is seeking dedicated and customer-focused individuals to join their team as Customer Service Representatives at their Meru office. In this role, you will be the primary point of contact for customers, providing exceptional support and resolving inquiries efficiently. You will handle a variety of customer interactions through phone, email, and potentially in-person channels, ensuring a positive experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and provide information about products and services in a timely and accurate manner.
- Resolve customer complaints and issues with professionalism and empathy, escalating complex problems as needed.
- Process orders, requests, and account updates accurately.
- Maintain customer records and update account information in the CRM system.
- Identify customer needs and provide solutions that meet their expectations.
- Build rapport and foster positive relationships with customers.
- Adhere to company policies and procedures in all customer interactions.
- Collaborate with team members to share knowledge and best practices.
- Meet individual and team performance goals related to customer satisfaction and response times.
- Handle customer feedback and provide insights to management for service improvement.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service or a related client-facing role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
- Ability to remain calm and professional under pressure.
- Patience and empathy when dealing with customer issues.
- Strong organizational skills and attention to detail.
- Ability to work effectively as part of a team in an office environment.
- A genuine desire to help customers and provide exceptional service.
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7
Customer Service Representative
20117 Mwembe
KES40000 month
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Our client is looking for a friendly and efficient Customer Service Representative to join their team in **Nakuru, Nakuru, KE**. This role involves interacting with customers, providing information, resolving queries, and ensuring a positive customer experience across various communication channels, including phone, email, and chat. You will be responsible for handling customer inquiries, troubleshooting issues, and processing orders or requests accurately and promptly. Maintaining detailed records of customer interactions and transactions is crucial. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and professional demeanor. Strong problem-solving abilities and the capacity to remain calm and composed under pressure are essential. Proficiency in using customer relationship management (CRM) software and other relevant tools is expected. You should have a good understanding of the company's products and services to effectively assist customers. This position offers a hybrid work model, providing a balance between in-office collaboration and remote flexibility. A secondary school leaving certificate is a minimum requirement, with additional training or certification in customer service being an advantage. Previous experience in a customer service role is highly preferred. Our client values customer satisfaction and is committed to providing exceptional support. Join us and be a key part of a team dedicated to exceeding customer expectations.
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8
Customer Service Representative
60100 Meru , Eastern
KES45000 month
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Our client is seeking dedicated and customer-focused Customer Service Representatives to join their team in Meru, Meru, KE . This role offers a hybrid work model, blending remote flexibility with essential in-office interaction to ensure optimal service delivery. As a Customer Service Representative, you will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing information about products and services. Your responsibilities will include handling customer calls, emails, and chat messages with professionalism and efficiency. You will strive to ensure customer satisfaction by actively listening to their needs, offering appropriate solutions, and escalating complex problems when necessary. The ideal candidate possesses excellent communication and interpersonal skills, patience, and a friendly demeanor. Proficiency in using customer relationship management (CRM) software and other relevant communication tools is essential. You should be a quick learner, able to retain detailed product information, and adept at problem-solving. We are looking for individuals who are reliable, empathetic, and committed to providing outstanding customer experiences. While this role is hybrid, requiring some presence in our Meru office, it offers the flexibility of remote work for certain duties, providing a balanced approach to work and personal life. Join our client's customer support team and contribute to building strong customer relationships.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely manner.
- Provide accurate information about products, services, and company policies.
- Resolve customer complaints and issues efficiently and professionally.
- Process orders, forms, and applications as required.
- Maintain customer records by updating account information.
- Identify and escalate priority issues to the appropriate department.
- Gather customer feedback and share it with relevant teams.
- Follow communication procedures, guidelines, and policies.
- Contribute to team efforts by accomplishing related results as needed.
- Ensure a positive customer experience in every interaction.
Qualifications:
- Proven experience in customer service or a similar client-facing role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and office applications.
- Ability to remain calm and professional under pressure.
- Good organizational and time management skills.
- Customer-oriented approach and strong interpersonal skills.
- High school diploma or equivalent; associate's degree preferred.
- Ability to work effectively in a hybrid remote/in-office environment.
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