474 Customer Support Staff jobs in Nairobi
Customer Support Representative
Posted 16 days ago
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Job Description
Key Responsibilities:
- Handle inbound customer calls, emails, and chat inquiries regarding accounts, services, and product information.
- Provide accurate and timely information to customers, ensuring clarity and understanding.
- Resolve customer complaints and issues effectively, escalating complex cases to appropriate departments when necessary.
- Process customer requests, such as account updates, service changes, and transaction inquiries.
- Educate customers on the features and benefits of our client's offerings.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Adhere to company policies and procedures, ensuring compliance with regulatory requirements.
- Contribute to team efforts by achieving individual and team performance goals.
- Identify opportunities to improve customer service processes and customer satisfaction.
- Build and maintain strong relationships with customers through positive and helpful interactions.
- Stay updated on new products, services, and policies.
- Participate in team meetings and training sessions, both in-person and remotely.
Qualifications:
- Previous experience in a customer service or call center environment is highly desirable.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Ability to remain calm and professional in high-pressure situations.
- Proficiency in using computer systems and customer relationship management (CRM) software.
- High school diploma or equivalent; further education or certifications are a plus.
- Ability to multitask and manage time effectively.
- A proactive and customer-centric approach.
- Comfortable working in both an office environment and remotely.
- Knowledge of financial products or services is advantageous.
- Team player with a positive attitude.
This hybrid role offers a great opportunity to grow within the financial sector while enjoying a flexible work arrangement. If you are passionate about helping people and thrive in a customer-focused environment, we encourage you to apply. Join our collaborative team and contribute to delivering exceptional service. We foster a diverse and inclusive workplace and welcome applications from all backgrounds.
Customer Service Representative - Portuguese
Posted 5 days ago
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Job Description
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Spanish Speaking Customer Service Representative
Posted 5 days ago
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Job Description
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Technical Support Representative
Posted today
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Job Description
Job Title: Technical Support Intern
Job Overview:
We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.
**Responsibilities:**
1. **Customer Support:**
* Provide prompt and effective technical support to customers via phone, email, or chat.
* Diagnose and troubleshoot technical issues related to software or network connectivity.
2. **Issue Resolution:**
* Investigate and analyze technical problems, identifying root causes and implementing solutions.
* Escalate complex issues to the appropriate internal teams for resolution.
3. **Documentation:**
* Create and maintain detailed documentation, including troubleshooting steps and solutions.
* Contribute to knowledge base articles to assist customers and internal teams.
4. **Communication:**
* Communicate technical information in a clear and understandable manner to both technical and non-technical users.
* Keep customers informed of the status and progress of their technical support requests.
5. **Product Knowledge:**
* Stay updated on product features, enhancements, and updates.
* Provide training to customers on the effective use of products and services.
6. **Quality Assurance:**
* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.
* Participate in quality assurance activities to enhance overall support effectiveness.
7. **System Maintenance:**
* Monitor and maintain server and systems uptime to ensure optimal performance.
* Implement preventive measures to minimize downtime and service interruptions.
8. **Collaboration:**
* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.
* Provide feedback on product improvements based on customer interactions.
9. **Continuous Learning:**
* Stay current with industry trends, technologies, and best practices in technical support.
* Attend training sessions and workshops to enhance technical skills.
**Required Skills & Qualifications:**
* Strong troubleshooting and analytical skills
* Excellent verbal and written communication
* Knowledge of networking and software systems
* Proficiency in Linux operating systems and command line
*
Available for 12-hour shifts
* Ability to create and manage emergency protocols during system downtimes
* Experience coordinating urgent responses with relevant stakeholders
* Strong prioritization and crisis management skills
* Customer service oriented
*
Bachelor's degree in Computer Science.
* Knowledge of ticketing systems
* Basic scripting/programming skills
* Strong documentation abilities
* Time management skills
* Ability to work under pressure
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-focused with a passion for delivering exceptional service.
- Available to work 24/7 with one day off in the week(night and day shift.
- Able to perform other roles as assigned.
Starting pay:
25,000KES
Customer Support Lead
Posted 13 days ago
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Job Description
Customer Support Team Lead
Posted 15 days ago
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Job Description
Customer Service Representative
Posted today
Job Viewed
Job Description
Company:
StreamPrime
Location:
Remote (Positions available for candidates in East Africa only)
Job Type:
Full-time
About StreamPrime
StreamPrime is revolutionising the world of entertainment. We are a premier, all-in-one digital platform offering an unparalleled collection of content to over 14 million subscribers globally. Our mission is to eliminate the need for multiple subscriptions by providing a single, affordable destination for all entertainment needs.
Our vast library includes:
- Over 5 million movies and TV shows
- Live coverage of all major sporting events
- Over 1 million global radio stations
- More than 170 live television stations
As we undergo rapid expansion, particularly across the African continent, we are seeking passionate and dedicated individuals to join our team and help us deliver a world-class customer experience.
Job Summary
We are looking for an experienced and articulate Customer Service Representative(s) to be the voice of StreamPrime. You will be the first point of contact for our users, providing exceptional support, resolving issues, and ensuring every customer has a seamless and enjoyable entertainment experience. The ideal candidate is not only a skilled support professional but also a genuine entertainment enthusiast and an active user of the StreamPrime platform.
Key Responsibilities
- Serve as the primary contact for customer inquiries via various channels, providing timely, accurate, and friendly support.
- Troubleshoot and resolve technical issues related to streaming quality, account access, device compatibility, and platform navigation.
- Assist customers with billing inquiries, subscription management, and payment processing.
- Educate users on StreamPrime's features, content library, and benefits to enhance their viewing experience.
- Effectively convert customer support interactions into successful subscriptions by highlighting the value of our platform.
- Maintain detailed and accurate records of customer interactions and transactions.
- Gather customer feedback and collaborate with internal teams to drive continuous improvement of our service.
Required Qualifications & Skills
- A minimum of 5 years of proven experience in a customer service role.
- Exceptional communication and interpersonal skills, with a professional and friendly demeanour.
- Strong problem-solving abilities and technical aptitude.
- Must own a reliable personal laptop.
- Must have a stable home internet connection with a minimum speed of 15-20 Mbps.
- A genuine passion for movies, TV shows, sports, and digital entertainment.
Language Requirements
Candidates must be fluent in English with a clear, professional American or British accent. Additional language proficiency is required based on your region:
- East Africa:
Fluent in English and
Swahili
.
Critical Requirement: You Must Be a StreamPrime User
This is not a typical customer service role.
We are exclusively hiring individuals who know, use, and love our platform.
Our application process includes a detailed questionnaire with questions that can only be answered by an active StreamPrime subscriber.
If you have never used StreamPrime, we strongly encourage you to become a user and explore the platform before applying. Creating an account is not enough; you must have an active subscription and hands-on experience to succeed in this role and pass the evaluation. We are building a team of advocates who can support our customers from a place of genuine knowledge and experience.
What We Offer
- Competitive Salary:
Starting from £185 GBP per month guaranteed, with opportunities for performance-based increments. - Performance Incentive:
Earn attractive bonuses for every customer you successfully help subscribe to the platform during a support interaction. - Communication Allowance:
A monthly allowance to cover internet and communication costs, ensuring you stay connected. - Growth Opportunity:
Be part of a fast-growing, dynamic company at the forefront of the entertainment industry.
Application Process
- Submit your application.
- Shortlisted candidates will receive a detailed application form and a request for a short audio recording. The audio sample is crucial for evaluating your communication skills in English language and accounts for 40% of the initial screening score.
- The application form will test your in-depth knowledge of the StreamPrime platform, its features, and content.
If you are a customer service expert with a passion for entertainment and a deep understanding of the StreamPrime platform, we invite you to apply and join our mission to redefine entertainment.
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Customer Support Officer
Posted today
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Job Description
Flex Money Transfer is a licensed Forex and Remittance company regulated by the Central Bank of Kenya. We provide fast, secure, and reliable cross-border payment solutions through mobile, USSD, bank transfers, and online platforms.
Our mission is to make money transfers simple, seamless, and accessible to everyone.
About the Job
We're looking for a
Customer Support Officer
to deliver exceptional service and operational support across our money transfer and forex channels. If you're detail-oriented, tech-savvy, and passionate about helping customers, this is your chance to join a dynamic, fast-growing financial services company.
Responsibilities
- Monitor partner transactions and ensure timely, accurate payouts.
- Resolve customer and partner issues promptly and professionally.
- Support customer On-boarding and verify KYC documentation.
- Handle inquiries and educate customers on digital transfer channels.
- Maintain accurate transaction and support records for reporting.
- Collaborate with internal teams to ensure compliance and service excellence
- Escalating and following up on technical or system-related issues to ensure resolution.
- Maintaining clear and professional communication with customers, partners, and service teams
Qualifications
- Attention to detail and commitment to accuracy.
- A customer-first attitude and professional approach.
- Experience working with transaction systems or financial services is a MUST.
- Degree in Business or a related field.
- Minimum of 2 years' experience in customer support.
- Strong system monitoring and troubleshooting ability
- Knowledge of KYC/AML and CBK compliance requirements.
- Accuracy in updating financial/transactional data (e.g., currency rates).
- Excellent problem-solving and escalation handling.
- Communication and customer service skills.
- Ability to work in rotational shifts (including weekends/holidays).
- Attributes: Proactive, detail-oriented, high integrity, flexible, customer-focused, and a strong team player.
Why Join Us
At Flex Money Transfer, you'll be part of a dynamic, innovative, and customer-focused team that values integrity, collaboration, and growth. You'll gain hands-on experience in digital finance operations and have opportunities to grow within the company.
To Apply:
Send your CV and a brief cover letter to - with the subject line: Customer Support Officer Application
(Applicants must be based in Kenya)
Deadline: 9th October 2025
Senior Customer Support Manager
Posted 17 days ago
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Job Description
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
- Develop and implement customer support strategies, policies, and procedures to enhance service quality.
- Monitor and analyze customer support metrics (e.g., response time, resolution rate, CSAT) to identify areas for improvement.
- Ensure timely and effective resolution of customer inquiries, complaints, and issues across various channels (phone, email, chat, social media).
- Train new hires and provide ongoing coaching and development to the support team.
- Collaborate with other departments (e.g., product, sales) to address customer feedback and improve overall customer experience.
- Manage the allocation of resources and workload distribution within the support team.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Identify trends in customer issues and proactively recommend product or service improvements.
- Handle escalated customer issues and complex problem-solving cases.
- Ensure compliance with company standards and service level agreements (SLAs).
- Contribute to the development and implementation of customer support technologies and tools.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or support roles, with at least 3 years in a management or supervisory capacity.
- Proven experience in managing and motivating remote customer support teams.
- Strong understanding of customer service principles, best practices, and performance metrics.
- Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce, Intercom).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and derive actionable insights.
- Experience in developing and delivering training programs.
- Strong organizational and time management skills.
- Adaptability and ability to thrive in a fast-paced, remote work environment.
This is a remote position, based out of Mombasa, Mombasa, KE . Join our client's team and help build exceptional customer relationships!
Senior Customer Support Lead
Posted 16 days ago
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Job Description
Key Responsibilities:
- Lead and manage a remote team of customer support representatives.
- Set performance goals and provide regular feedback and coaching to team members.
- Develop and implement customer support policies and procedures.
- Handle escalated customer issues and provide timely, effective resolutions.
- Analyze customer feedback and support metrics to identify areas for improvement.
- Train new support agents and conduct ongoing training for the existing team.
- Collaborate with product, engineering, and sales teams to address customer needs and product issues.
- Ensure high levels of customer satisfaction and retention.
- Manage support queues and ensure efficient ticket handling.
- Contribute to the development of knowledge base articles and support documentation.
- Identify trends in customer inquiries and report them to management.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote teams effectively.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to motivate and develop a high-performing team.
- Strong analytical skills and data-driven decision-making capabilities.
- Experience in the tech industry is a plus.