0 Help Desk Analyst jobs in Kenya

• Responding to customer inquiries and resolving issues via phone, email, and chat channels.
• Providing technical troubleshooting assistance for product-related problems.
• Guiding customers through product setup, usage, and feature explanations.
• Diagnosing and resolving technical issues efficiently and effectively.
• Documenting all customer interactions, issues, and resolutions in the CRM system.
• Escalating complex technical problems to higher-level support or engineering teams when necessary.
• Identifying patterns in customer issues and providing feedback to product development teams.
• Maintaining a high level of customer satisfaction through excellent service.
• Staying up-to-date on product knowledge and support procedures.
• Contributing to the development of support documentation, FAQs, and knowledge base articles.
• Adhering to company service level agreements (SLAs) for response and resolution times.
• Proactively identifying opportunities to improve the customer experience.
• Participating in team meetings and training sessions.

• Provide advanced technical support and troubleshooting for our products/services to end-users.
• Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner.
• Diagnose, troubleshoot, and resolve complex technical issues, escalating when necessary to higher-level support or engineering teams.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM/ticketing system.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product development and engineering teams for continuous improvement.
• Guide and mentor junior support staff, sharing best practices and product knowledge.
• Assist in training new customer support representatives.
• Manage customer escalations and ensure timely and satisfactory resolution.
• Contribute to the improvement of support processes and customer experience initiatives.
• Stay up-to-date with product updates, new features, and industry best practices.
• Meet and exceed key performance indicators (KPIs) for customer satisfaction, first-contact resolution, and response times.
• Collaborate effectively with cross-functional teams, including sales, marketing, and product development.
• Act as a product expert and advocate for the customer within the organization.
• Maintain a positive and empathetic attitude when interacting with customers.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer service, technical support, or helpdesk roles, with at least 2 years in a senior or lead capacity.
• Proven expertise in diagnosing and resolving complex technical issues across software and hardware.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent communication (written and verbal), interpersonal, and active listening skills.
• Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced remote environment.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• A customer-centric approach and a passion for helping others.
• Ability to work independently with minimal supervision.
• Experience in a SaaS or technology-focused company is highly desirable.
• Certification in relevant technologies (e.g., CompTIA A+, Network+) is a plus.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical support and troubleshooting for product-related issues.
• Guide customers through product features, functionalities, and setup processes.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate unresolved issues to senior support staff or relevant departments.
• Identify customer needs and proactively offer solutions or additional assistance.
• Stay up-to-date with product knowledge, technical updates, and company policies.
• Maintain a high level of customer satisfaction and loyalty.
• Contribute to the development of knowledge base articles and FAQs.
• Collaborate with team members to share best practices and improve support processes.
• Adhere to service level agreements (SLAs) and performance metrics.
• Provide feedback to product and development teams on customer issues and suggestions.

• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• Previous experience in customer service, technical support, or a related role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with customer relationship management (CRM) software.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric approach.
• Technical aptitude and the ability to learn new software and systems quickly.
• Self-motivated and able to work independently with minimal supervision.
• Reliable internet connection and a dedicated home office space.

Company Description

Plumbisimo is a trusted plumbing company dedicated to providing high-quality plumbing and heating services for residential and commercial clients. With a team of fully qualified and experienced engineers, Plumbisimo specializes in everything from emergency repairs and leak detection to full bathroom installations and central heating systems.

Known for its reliability, transparency, and commitment to customer satisfaction, Plumbisimo combines advanced tools with expert knowledge to deliver fast, efficient, and cost-effective solutions. Whether it's a minor fix or a major plumbing project, Plumbisimo is the go-to partner for dependable, professional service.

Role Description

Based on a self-employed/contractor basis with a long-lasting working relationship. We are seeking a friendly, organized, and detail-oriented Customer Service Representative (CSR) to join our dynamic plumbing service team. As the first point of contact for our customers, the CSR plays a crucial role in creating a positive first impression, coordinating service calls, and ensuring smooth communication between customers and technicians.

Qualifications

• 1+ year of customer service experience (preferably in plumbing, HVAC, or home services)
• Strong phone etiquette and excellent verbal and written communication skills
• Demonstrated experience in enhancing customer satisfaction and delivering exceptional service
• Solid understanding of customer support principles and customer experience best practices
• Familiarity with service dispatching software (e.g., Joblogic) is a plus – training will be provided
• Basic computer proficiency, including email, data entry, and scheduling tools
• Strong problem-solving abilities and keen attention to detail
• Ability to multitask and remain calm under pressure in a fast-paced environment
• Excellent interpersonal skills and the ability to work well within a team
• Previous experience in a similar customer service or dispatch role is beneficial

Key Responsibilities
:

Customer Communication

• Great Internet connection

• Answer incoming calls professionally and courteously

• Adequate response time for emails, messages

• Adequate response time for calls – call back immediately

• Calls, Email, SMS. Whats-app

• CRM (Customer Relationship Management) software

• Provide information about plumbing services, pricing, and appointment availability

• Handle customer inquiries, complaints, and requests with patience and professionalism

• Make outbound calls to confirm appointments, follow up on services, or reschedule jobs

Scheduling & Coordination

• Schedule service calls and dispatch technicians using service software

• Coordinate with the field team to ensure efficient job routing and timely service

• Adjust schedules for emergency jobs or cancellations

Administrative Duties

• Maintain accurate customer records and service history in the CRM system

• Prepare and send estimates, invoices, and job notes when needed

• Collect and process payments or deposits via App

• Assist with office tasks and reporting as needed

• Assist with marking tasks

Work Environment:

• Work from home

What We Offer:

• Overtime and extra pay

Company Description

Jibu Lavington is a water purification organization that provides clean and purified water to different clients within the region of Lavington.

Role Description

This is a full-time on-site role for a Customer Service specialist at Jibu Lavington located along Ngong Road opposite Posta in Nairobi County, Kenya. Working hours will be between 8.30am to 8.00pm from Monday to Saturday.

Salary : 25,000Ksh per month

They will be required to :

• Receive calls from customers requiring delivery services.
• Use a POS system to manage customer orders.
• Phone call follow up on customer reception of order and payments made.
• Providing excellent service to clients who come physically for their own products.
• Following up customers for feedback on improvement of services.
• Managing customer inquiries and concerns.

Qualifications

• Experience in Customer service roles/Front office roles for over 3 years is required
• Phone Etiquette, Customer Service, and Communication skills
• Excellent interpersonal and organizational skills
• Ability to multitask and prioritize tasks efficiently
• Excellent verbal and written communication skills

About Us

Zeplin Investments Ltd is a leading Internet Service Provider (ISP) dedicated to delivering reliable connectivity and exceptional customer service. We specialize in providing tailored solutions to our clients while upholding the highest standards of operational excellence.

Position Overview

We are looking for a highly skilled and motivated Customer Service Agent to join our team. This role plays a key part in managing customer interactions, ensuring timely resolution of inquiries, and maintaining outstanding service standards. The ideal candidate will have proven experience in customer support, preferably within the ISP or telecommunications industry, and will contribute to both operational efficiency and customer satisfaction.

Key Responsibilities

• Manage customer interactions through CRM and support ticketing systems, ensuring timely and effective resolution.
• Provide technical support for customers experiencing internet connectivity issues through clear and accurate troubleshooting.
• Handle billing inquiries, process payments, and manage account adjustments with accuracy and professionalism.
• Educate customers on service plans, available upgrades, and changes to their accounts or service terms.
• Ensure all customer interactions align with company policies, quality standards, and regulatory requirements.
• Mentor and guide junior support agents by providing feedback and coaching to uphold service excellence.
• Maintain accurate records of customer interactions, service issues, and resolutions.
• Escalate unresolved matters to the relevant departments for timely resolution.
• Identify opportunities to improve customer satisfaction and retention by addressing service gaps.
• Collect and analyze customer feedback to support continuous service improvement.
• Collaborate with Sales, Technical Support, and Network Operations teams to deliver a seamless customer experience.

Requirements

• A
  minimum of a Diploma or Bachelor's degree
  in
  Business Administration, Communication, Public Relations, Information Technology
  or a related field.
• Proven experience of 2-4 years in a customer service role, preferably within the ISP or telecommunications industry.
• Strong technical acumen with the ability to troubleshoot internet connectivity effectively and related technical issues.
• Proficiency in using CRM platforms and support ticketing systems.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Demonstrated leadership abilities, with experience mentoring or training junior customer service staff considered an advantage.
• High level of attention to detail, with strong organizational and documentation skills.

Benefits

• Lunch is provided.
• Opportunities for career growth and professional development.
• A supportive and collaborative work environment.

Position Description
Provide excellent customer service and sell bank products to customers to provide the best customer experiences and at the same time achieve department targets.

DUTY & RESPONSIBILITY

• Deliver to customers with effective and efficient banking products and services.
• Ensure proper data entries and transactions of products and services provided to customers.
• Prepare routine records and reports required by the supervisor and/or manager. Process customers' account openings and ensure efficiency and accuracy.
• Ability to understand customers' needs and provide appropriate solutions and attention
• Cross-sale bank products and services, life insurance.
• Upload the specimen signature form signed by the proper discretionary holder(s) in a timely manner.
• Meet and exceed customer expectations through providing superior customer service.
• Must undertake any other work as assigned.

QUALIFICATION

• Hold a bachelor's degree or be pursuing year 4, semester 2 in English, banking & finance, accounting, or an equivalent.
• Must have good command of both spoken English and Chinese.
• Pleasant and friendly personality.
• Good problem-solving skills.
• Computer literacy, in particular, Microsoft Word and Excel.
• Willing to work under pressure and overtime.

How To Apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through

Company Description

Mixa Paints, based in Nairobi, Kenya, is a leading manufacturer of high-quality coatings for the automotive and wood refinishing sectors. Committed to excellence and innovation, Mixa Paints adheres to global standards in product performance, sustainability, and customer satisfaction. Our solutions are trusted by professionals across Africa for their durability, precision, and superior finish. We aim to become a regional benchmark in the coatings industry.

Role Description

This is a full-time onsite role for a Customer Service Specialist located in Nairobi County, Kenya. The Customer Service Specialist will be responsible for providing exceptional customer support, ensuring customer satisfaction, handling phone inquiries, and enhancing the overall customer experience. Daily tasks include responding to customer queries, managing complaints, and maintaining positive relationships with clients.

Qualifications

• Proficiency in Customer Support and ensuring Customer Satisfaction
• Strong Phone Etiquette and Customer Service skills
• Experience in enhancing Customer Experience
• Excellent verbal and written communication skills
• Ability to work effectively in a team and manage time efficiently
• Familiarity with customer service software and CRM tools is a plus
• Bachelor's degree in Business, Communications, or related field is advantageous

Alpha CX is a leading Business Process Outsourcing (BPO) company specializing in providing exceptional customer support services to businesses across various industries, including e-commerce, fintech, and medical. With a team of highly trained and experienced professionals, Alpha CX is committed to delivering consistently high-quality customer interactions that drive customer satisfaction and loyalty.

The Role
Job Description
English-Speaking Customer Support Representative (Remote)

• Location: Remote
• Compensation: 45K KES–62K KES/month (Based on experience)
• Type: Full-time | Remote | Customer Service

About The Role
We are looking for English-speaking Customer Support Representative
to join our growing international support team. In this role, you will communicate with customers via phone, email, and live chat, ensuring that all inquiries are handled with professionalism, clarity, and empathy. You'll also act as a language English, translating customer communications and documents when needed.

Key Responsibilities

• Provide high-quality customer support in English.
• Handle inquiries, complaints, and service issues with patience and professionalism.
• Translate communication materials and support documents in English.
• Maintain detailed records of all customer interactions.
• Collaborate with internal departments to resolve complex cases and improve service quality.

Why Join Us?

• Work from anywhere
• Competitive salary based on experience
• International and inclusive work environment
• Opportunity to grow with a global team

Pay Range And Compensation Package

• Based on experience (45K KES - 62K KES)
• Equal Opportunity Statement We are committed to diversity and inclusivity in our hiring practices. If this opportunity aligns with your experience and goals, we encourage you to apply.

Ideal Profile
Requirements

• Fluent in English (C1 or above), both spoken and written.
• Previous experience in customer support or after-sales service preferred.
• Strong problem-solving abilities and a customer-focused mindset.
• Self-motivated, reliable, and able to work effectively in a remote setting.

Preferred Qualifications

• Experience working in a remote team environment.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks efficiently and calmly under pressure.

What's on Offer?

• Opportunity within a company with a solid track record of performance