493 Customer Support Lead Remote jobs in Nairobi

Program Assistant - Administrative & Client Support
Job #: req34370

Organization: IFC

Sector: Administration/Office Support

Grade: GC

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Nairobi,Kenya

Required Language(s): English

Preferred Language(s)
Closing Date: 10/1/2025 (MM/DD/YYY) at 11:59pm UTC

Description
Build a career with impact. Working at the World Bank Group (WBG) provides a unique opportunity to help countries solve their greatest development challenges. As one of the largest sources of funding and knowledge for developing countries, the WBG is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, the WBG works with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges.

The International Finance Corporation (IFC), a member of the World Bank Group, is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities in developing countries. In fiscal year 2025, IFC committed a record $71.7 billion to private companies and financial institutions in developing countries, leveraging private sector solutions, and mobilizing private capital to create a world free of poverty on a livable planet. For more information, visit .

IFC is seeking to recruit a dynamic, motivated, and organized Program Assistant to provide effective and efficient administrative support to IFC Industry and Advisory Teams. This role will contribute to the effective operation and administrative coordination of the office.

The positions are based in Nairobi, Kenya.

Role And Responsibilities
Key roles and responsibilities include the following:

• Provides quality control of internal and external documents; reviews documents for accuracy and adherence with IFC and World Bank guidelines and procedures;
• Assists staff for the drafting, editing, formatting, and production of documents and correspondence.
• Coordinates schedules taking priority into account, monitors changes, and communicates the information to staff inside and outside the immediate work unit, including officials outside the bank;
• Solves non-routine problems (e.g. responds to requests requiring research to address query at hand, etc);
• Assists in preparation of conferences, seminars, workshops, analyze budgetary scope, build a database of participants and draft event reports, etc.;
• Maintains current distribution lists, phone/addresses list of project/product contacts, and distributes documents for relevant task teams to the main data;
• Maintains up-to-date work unit project and other files (both paper and electronic);
• Corresponds with vendors to solicit price quotes for supplies and make hotel reservations in accordance with World Bank Group policy;
• Manages logistics requests for the visiting missions of the units;
• Collaborates with other team members and contributes productively to the team's work and output Fully involves others in the work of the team;
• Handles bookings for business travels; obtains tickets from the travel agency, requests visas for staff;
• Provide primary assistance to the Finance officer including specialized support accounting and SAP related operations;
• Assist with any other administrative matters in the Central Africa sub-region or corporate initiatives;
• Back-up other ACS in the office and in the region when needed.

Selection Criteria

Note:
Only applicants who are nationals, legal residents, or otherwise have legal presence in the duty station independent of any employer, and who are authorized to work in the duty station, will be considered.

• Minimum of bachelors' degree with a minimum of 5 years relevant work experience in similar role, preferably in a large international organization;
• Excellent organizational and administrative skills. Demonstrated ability to organize, prioritize, schedule, plan and coordinate work and other activities internally and externally;
• Strong attention to detail and to maintaining high quality standards;
• Proven ability to create and work in a team-oriented, multi-cultural environment, to perform effectively in a constantly changing environment with competing activities and demands, and to effectively serve as a team member;
• Demonstrated ability to organize and implement projects and tasks, set priorities, coordinate and monitor assignments to maximize efficiency and quality;
• Effective analytical, research and problem-solving skills and ability to work independently and make judgments and decisions with minimal supervision;
• Strong communication skills in English and French (verbal and written), including ability to draft, proofread and edit correspondence;
• Demonstrated ability to respond and deal effectively with diverse situations which require good judgment, tact, diplomacy and confidentiality;
• Good computer skills; proficiency with various software technologies such as MS Office, Outlook, OneDrive and other standard office productivity software. Ability to learn quickly new software applications.

WBG Culture Attributes

• Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
• Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
• Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the
World Bank
and
IFC
, including our values and inspiring stories.

• Lead, mentor, and coach a remote customer support team to achieve high performance and customer satisfaction goals.
• Oversee daily support operations, including ticket management, response times, and resolution rates.
• Handle complex and escalated customer issues, providing timely and effective solutions.
• Develop and deliver training programs for new and existing support agents to ensure consistent service quality.
• Monitor customer feedback and identify trends to recommend improvements in products, services, and support processes.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with other departments, such as product and engineering, to resolve customer issues and communicate feedback.
• Implement and refine support workflows and best practices to enhance efficiency and user experience.
• Track key customer support metrics and generate regular reports for management.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.
• Stay updated on industry best practices and emerging customer support technologies.
• Ensure adherence to service level agreements (SLAs) and company policies.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a leadership or supervisory role.
• Proven experience managing and motivating remote teams.
• Exceptional communication, interpersonal, and problem-solving skills.
• Demonstrated ability to handle difficult customer situations with patience and professionalism.
• Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Intercom).
• Experience in developing training materials and conducting agent training.
• Strong analytical skills and ability to interpret customer service data.
• Ability to work independently and manage time effectively in a remote setting.
• A genuine passion for customer service and delivering outstanding experiences.

• Lead, mentor, and manage a remote team of customer support representatives.
• Develop and implement effective customer support strategies and processes.
• Handle escalated customer inquiries and complex issue resolution.
• Monitor team performance metrics, identify areas for improvement, and implement corrective actions.
• Conduct regular training sessions for support staff on product knowledge and service standards.
• Analyze customer feedback and support data to identify trends and proactively address potential issues.
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain up-to-date knowledge of company products and services.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Contribute to the continuous improvement of customer support tools and technologies.

• Lead, train, and mentor a remote team of customer support representatives.
• Oversee daily customer support operations, ensuring timely and effective resolution of customer issues across various channels (email, chat, phone).
• Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and take action to improve performance.
• Handle escalated customer complaints and complex inquiries with professionalism and efficiency.
• Identify recurring customer issues and provide feedback to product and engineering teams for product improvement.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Conduct regular team meetings and performance reviews for remote support staff.
• Ensure adherence to company standards and service level agreements (SLAs).
• Analyze customer feedback and trends to identify areas for service improvement and training.
• Contribute to the selection and implementation of customer support technologies.

• Minimum of 5 years of experience in customer service or a related role, with at least 2 years in a supervisory or lead capacity.
• Proven experience managing a remote customer support team.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with customer relationship management (CRM) software and helpdesk platforms (e.g., Zendesk, Salesforce Service Cloud).
• Ability to train and motivate team members effectively in a remote environment.
• Experience in developing and implementing customer service policies and procedures.
• Strong organizational skills and the ability to manage multiple priorities.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• A patient, empathetic, and customer-centric approach.

• Providing remote technical leadership and support to field service technicians across various locations.
• Diagnosing and troubleshooting complex installation and maintenance issues remotely.
• Guiding field technicians through repair and service procedures to ensure timely and effective resolution.
• Developing and delivering remote training programs for field service staff on new equipment and troubleshooting techniques.
• Analyzing service reports and performance data to identify trends and areas for improvement.
• Creating and maintaining technical documentation, including service manuals and troubleshooting guides.
• Collaborating with engineering and product development teams to provide feedback on equipment performance and design.
• Managing spare parts inventory and logistics remotely to ensure technicians have the necessary components.
• Ensuring adherence to all safety protocols and quality standards during service operations.
• Coordinating with customers to schedule service calls and address concerns.
• Mentoring and coaching field technicians to enhance their technical skills and professional development.
• Implementing remote monitoring solutions to proactively identify potential equipment failures.
• Escalating critical issues to appropriate departments and ensuring their timely resolution.

Job Description
Job Title:
Client Service Attendant

Reports to:
Client Engagement Manager

Department:
Clinical Operations

Location:
Ngong Rd & Ruaka Branch

Role:
Part-time

Job Purpose:
A Client Service Attendant will responsible for interacting with customers and clients to provide support, information, and solutions, often acting as the first point of contact for inquiries and complaints.

About Jacaranda Maternity
Jacaranda Maternity is redesigning the future of healthcare in East Africa for the patients who need it most. Our hospital in Nairobi is changing the way maternal healthcare is provided by developing better ways to provide high-quality, patient-centered maternity care at affordable prices. Currently, we see over 3,000 clients a month. We have won global and local recognition, including from the Centre for Health Market Innovations, the Gates Foundation, Savings Lives at Birth, and Innovations in Healthcare – and our facility has been independently rated as among the highest quality in Kenya.

We have big ambitions and require a Client Service Attendant at our hospital. Reporting to our Client Engagement Manager, you will take on responsibility of delivering quality customer service and maintaining superior patient satisfaction.

Will you join us and help transform maternal and new-born health care in East Africa?

Duties And Responsibilities
Client Observation & Presence

• Maintain visible, approachable presence in OPD waiting areas;
• Be aware-based on information from reception and client themselves, of what people are waiting for, if they are in a hurry, if they are new, etc;
• Monitor client flow and identify signs of discomfort/ unhappiness;

Client Engagement

• Greet all clients warmly and introduce self as their point of contact;
• Offer clear, polite explanations of wait times, next steps, etc;
• Reiterate key information as needed (packages prices, cost of care, timings of clinics etc);
• Answer basic questions, however escalate to appropriate staff when unsure;

Enhance the Client Experience

• Proactively check in with waiting clients every 15–20 minutes;
• Identify and assist clients who appear lost, anxious, or underserved;
• Advocate for clients needing special attention (e.g., elderly, disabled, postpartum);
• Ensure signage, queue systems, and instructions are visible and understood;
• Follow up with referred clients from the facility to another facility;
• Assist in making EDD calls;
• Issue inpatient feedback forms in the morning;
• Issue outpatient feedback forms and encourage clients to scan QR codes;
• Give hospital tours to clients;
• Liaise with the Manager and the inpatient team to follow up with Clients who have had emotional experiences like miscarriages, still births etc and forward for VIP management and counseling;

Environment & Comfort

• Monitor cleanliness and seating availability in waiting areas;
• Highlight any infrastructural facility issues (broken or non working items);
• Offer water or comfort items (if available) to clients in extended wait;

Reporting & Feedback

• Log daily observations and client concerns in designated format;
• Flag recurring issues or bottlenecks;
• Any other assigned duty

Expectations

• Friendly, calm, and professional demeanor at all times;
• Strong verbal communication in English and Kiswahili;
• Willingness to ask for help when unsure and escalate appropriately;
• Commitment to client dignity, privacy, and respectful service;
• Punctuality and consistency in presence and engagement

Qualifications

• Diploma in Business Administration/Management, Secretarial studies or any related field from a recognized institution (preferably with medical background);
• At least 3 years in a busy healthcare facility managing patient flow;
• Computer skills including the use of MS Office required, and comfort with using new computer tools

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• Leading, mentoring, and managing a remote team of customer service and technical support representatives.
• Developing and implementing best practices for customer service and technical support.
• Monitoring support queue performance and ensuring timely and accurate issue resolution.
• Handling escalated customer issues and providing expert-level troubleshooting.
• Training new team members and conducting ongoing performance coaching.
• Analyzing customer feedback, support metrics, and KPIs to identify trends and areas for improvement.
• Contributing to the development of knowledge base articles and support documentation.
• Collaborating with product and engineering teams to resolve complex technical issues.
• Ensuring a high level of customer satisfaction and loyalty.
• Reporting on team performance and support operations to senior management.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 5+ years of experience in customer service and technical support, with at least 2 years in a leadership role.
• Proven experience managing remote customer support teams.
• Strong understanding of customer service principles and best practices.
• Excellent technical troubleshooting skills and ability to understand complex products/services.
• Proficiency in customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to motivate and lead a team effectively in a remote setting.
• Strong organizational skills and attention to detail.