12 Hospitality Industry jobs in Kiambu
Senior Customer Service & Helpdesk Manager
90100 Mangu
KES130000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a seasoned and highly motivated Senior Customer Service & Helpdesk Manager to lead their customer support operations. This is a fully remote position, allowing you to contribute to our success from the comfort of your home. You will be responsible for overseeing the daily operations of the customer service and helpdesk teams, ensuring the delivery of exceptional support and timely resolution of customer inquiries and technical issues. Key duties include: managing, training, and mentoring a team of customer service representatives and helpdesk technicians; developing and implementing customer service policies and procedures; establishing service level agreements (SLAs) and monitoring team performance against them; identifying trends in customer issues and providing feedback to product development and other departments; managing the escalation of complex issues; ensuring efficient use of helpdesk software and tools; developing customer service training programs; analyzing customer feedback and satisfaction scores to drive improvements; and creating reports on team performance and key metrics. The ideal candidate will possess strong leadership, communication, and problem-solving skills. A proven ability to manage remote teams and foster a collaborative and high-performance culture is essential. You must have a deep understanding of customer service best practices and experience with CRM and helpdesk ticketing systems. A Bachelor's degree in Business Administration, Communications, or a related field, coupled with a minimum of 6 years of progressive experience in customer service management, is required. Experience in a remote-first environment is highly desirable. This is an excellent opportunity to lead a critical function and make a tangible difference in customer satisfaction from anywhere.
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0
Senior Customer Service Team Lead
00100 Abothuguchi West
KES250000 Annually
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Posted 2 days ago
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Job Description
Our client, a rapidly expanding company known for its exceptional customer support, is seeking a dedicated and experienced Senior Customer Service Team Lead. This is a fully remote position where you will lead a team of customer service representatives, ensuring the delivery of outstanding support to our valued customers. You will be responsible for mentoring your team, improving service processes, and handling escalated customer issues with professionalism and efficiency, all while working from a remote location.
Key Responsibilities:
Qualifications:
This is a fantastic opportunity to take on a leadership role within a growing company, shaping the customer experience and leading a high-performing remote team. Our client is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals.
Key Responsibilities:
- Lead, coach, and mentor a team of customer service representatives to achieve performance goals and maintain high service standards.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Develop and implement strategies to enhance the customer service experience and improve operational efficiency.
- Handle escalated customer inquiries and complaints, providing effective and timely resolutions.
- Conduct regular team meetings to discuss performance, share updates, and foster a positive team environment.
- Train new team members and provide ongoing professional development for existing staff.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Identify trends in customer issues and provide feedback to relevant departments for product or service improvement.
- Manage schedules and workloads to ensure adequate coverage and optimal team performance.
- Utilize customer relationship management (CRM) software and other support tools effectively.
- Contribute to the development and refinement of customer service scripts and knowledge base articles.
- Foster a culture of empathy, professionalism, and problem-solving within the team.
- Analyze customer feedback and performance data to identify areas for improvement.
Qualifications:
- High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field is preferred.
- Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
- Proven experience in leading and motivating a remote customer service team.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Strong understanding of customer service principles and best practices.
- Exceptional communication, active listening, and interpersonal skills.
- Proficiency in using CRM systems and helpdesk software.
- Ability to manage multiple tasks and priorities effectively in a fast-paced environment.
- Demonstrated ability to work independently and manage time efficiently.
- Adaptability and a positive attitude towards change.
- Familiarity with performance management techniques.
This is a fantastic opportunity to take on a leadership role within a growing company, shaping the customer experience and leading a high-performing remote team. Our client is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals.
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1
Senior Customer Service & Helpdesk Specialist
00100 Abothuguchi West
KES90000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service & Helpdesk Specialist to join their support team in Nairobi, Nairobi, KE . This hybrid role offers a blend of in-office and remote work, providing flexibility while ensuring strong team collaboration. You will be responsible for providing advanced technical support, resolving complex customer issues, and mentoring junior helpdesk staff. The ideal candidate possesses exceptional problem-solving skills, a deep understanding of IT systems and troubleshooting, and a passion for delivering outstanding customer service. You will be a key point of contact for escalated issues, ensuring swift and effective resolution while maintaining high customer satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving hardware, software, and network issues.
- Troubleshoot and diagnose complex technical problems, escalating when necessary to senior IT staff.
- Manage and prioritize incoming support tickets, ensuring timely resolution according to service level agreements (SLAs).
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
- Train and mentor junior helpdesk technicians, sharing expertise and best practices.
- Identify recurring technical issues and recommend solutions or improvements to prevent future occurrences.
- Participate in the testing and deployment of new software and hardware.
- Monitor system performance and identify potential issues.
- Gather customer feedback and provide insights to improve products and services.
- Ensure customer satisfaction through proactive communication and efficient problem resolution.
- Assist with user account management and access control.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field is preferred.
- Minimum of 3 years of experience in a technical support or helpdesk role, with at least 1 year in a senior capacity.
- Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and network infrastructure.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Customer-focused attitude with a passion for providing excellent service.
- Ability to work effectively both independently and as part of a team.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
This advertiser has chosen not to accept applicants from your region.
2
Customer Service Lead - Technical Support
00100 Abothuguchi West
KES75000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Service Representative (Remote)
20300 Abothuguchi West
KES55000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and empathetic Senior Customer Service Representative to join their fully remote support team. In this vital role, you will be the primary point of contact for customers, providing exceptional service and resolving inquiries with efficiency and professionalism. You will handle complex customer issues, offer solutions, and ensure a positive customer experience. The ideal candidate is a strong communicator, patient, and possesses a deep understanding of customer service best practices. This role requires the ability to work independently, manage multiple communication channels, and contribute to a positive team environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide high-quality customer service and support via phone, email, chat, and other designated channels.
- Respond to customer inquiries, complaints, and feedback in a timely, professional, and courteous manner.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems to appropriate departments when necessary.
- Educate customers on products, services, and company policies.
- Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
- Identify and analyze recurring customer issues to provide feedback for process improvements.
- Assist in training and mentoring new customer service representatives.
- Contribute to team goals and performance metrics, ensuring service level agreements (SLAs) are met.
- Proactively identify opportunities to enhance the customer experience.
- Stay up-to-date with product knowledge and company updates.
- Handle sensitive customer information with confidentiality and discretion.
- Participate in team meetings and contribute to a collaborative work environment.
- Manage customer expectations effectively and strive for first-contact resolution whenever possible.
- Gather customer feedback to help improve products and services.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 3 years of experience in a customer service or call center role, with proven experience in handling complex inquiries.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using CRM software and customer support platforms.
- Ability to multitask and manage time effectively in a fast-paced, remote environment.
- Patience, empathy, and a customer-centric attitude.
- Reliable internet connection and a quiet, dedicated workspace.
- Ability to work independently with minimal supervision.
- Experience in training or mentoring junior staff is advantageous.
- Proficiency in relevant software applications (e.g., Microsoft Office Suite).
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4
Senior Customer Service & Support Lead
20100 Abothuguchi West
KES3800000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a fast-growing technology company revolutionizing its industry, is seeking an experienced and empathetic Senior Customer Service & Support Lead. This is a fully remote position, offering the flexibility to lead and inspire a remote support team from your home office. You will be responsible for overseeing daily customer service operations, ensuring exceptional support experiences for our diverse client base. Your role will involve managing a team of customer support representatives, providing coaching, training, and performance feedback, and developing strategies to enhance customer satisfaction and retention. You will handle escalated customer inquiries, resolve complex issues, and identify opportunities for service improvement. The ideal candidate will possess a deep understanding of customer service best practices, strong leadership capabilities, and a proven ability to motivate and manage a remote team. Excellent problem-solving, communication, and interpersonal skills are paramount. You should be adept at using customer relationship management (CRM) software and other support tools to track interactions, analyze trends, and implement proactive solutions. We are looking for a dedicated individual who is passionate about customer advocacy, can work independently, and thrives in a dynamic remote work environment. This is a crucial role in shaping customer loyalty and ensuring the continued success of our business.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a team of remote customer service representatives, providing guidance, support, and performance management.
- Develop and implement strategies to deliver exceptional customer service and support.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Monitor customer service performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
- Train and onboard new customer support team members, equipping them with the necessary skills and knowledge.
- Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with other departments (e.g., product, sales, engineering) to address customer feedback and resolve product-related issues.
- Identify trends in customer inquiries and provide insights to inform product development and service enhancements.
- Develop and implement quality assurance programs for customer interactions.
- Foster a positive and customer-centric team culture.
- Contribute to the development of customer service policies and procedures.
- Stay updated on industry best practices and emerging trends in customer support and service.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing and coaching remote customer support teams.
- Strong understanding of CRM software (e.g., Salesforce, Zendesk) and other customer support tools.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Demonstrated ability to empathize with customers and advocate for their needs.
- Excellent organizational and time management skills.
- Proficiency in relevant software applications.
- A proactive approach to identifying and resolving issues.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Service & Technical Support Specialist
20300 Abothuguchi West
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an empathetic and technically adept Remote Customer Service & Technical Support Specialist to join their dedicated support team. This fully remote position is essential for providing exceptional assistance to our diverse customer base. You will be the first point of contact for customers, addressing inquiries, resolving technical issues, and ensuring a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technical problems. Responsibilities include responding to customer queries via phone, email, and chat, guiding users through product features, diagnosing and resolving software and hardware issues, and escalating complex problems to appropriate teams. You will maintain accurate records of customer interactions and resolutions in our CRM system. A commitment to providing timely and effective support, along with a proactive approach to identifying customer needs, is crucial. This role demands strong problem-solving abilities and the capacity to learn and adapt to new technologies quickly. You will contribute significantly to building customer loyalty and maintaining our client's reputation for outstanding support. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is required.
Key Responsibilities:
Key Responsibilities:
- Provide outstanding customer service and technical support through various communication channels (phone, email, chat).
- Respond to customer inquiries, troubleshoot issues, and provide effective solutions.
- Guide customers through product setup, usage, and troubleshooting steps.
- Diagnose and resolve technical problems related to software and hardware.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Contribute to the development of knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure a high level of customer satisfaction by delivering timely and efficient support.
- Adhere to company policies and procedures for customer service and data security.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 2 years of experience in customer service or technical support roles.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent verbal and written communication skills, with a friendly and professional demeanor.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Patience and empathy when dealing with customer concerns.
- Basic understanding of computer hardware, software, and operating systems.
- Ability to adapt quickly to new products and technologies.
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6
Senior Customer Service & Helpdesk Lead - Remote
00100 Abothuguchi West
KES100000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Senior Customer Service & Helpdesk Lead to manage their support operations in a fully remote setting. This role is pivotal in ensuring exceptional customer experiences and efficient resolution of technical and service-related inquiries. You will lead a team of customer service representatives and helpdesk technicians, setting high standards for service quality, response times, and customer satisfaction. The ideal candidate will possess a deep understanding of customer support best practices, technical troubleshooting, and team leadership, with a proven ability to motivate and guide a distributed workforce.
As a remote leader, you will utilize various communication and support platforms, including ticketing systems, CRM software, and video conferencing tools, to manage your team and oversee support operations. Your responsibilities include developing support protocols, training agents, analyzing support metrics, identifying areas for improvement, and ensuring timely and effective customer issue resolution. This position requires excellent communication, problem-solving, and organizational skills, along with a strong commitment to customer advocacy.
Key Responsibilities:
Qualifications include a Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience. A minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a leadership or supervisory role, is required. Proven experience managing remote teams is essential. Strong understanding of CRM software, helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud), and remote collaboration tools. Excellent communication, interpersonal, and problem-solving skills. Ability to remain calm and professional under pressure. Strong analytical skills to interpret data and identify actionable insights. A passion for delivering outstanding customer service and a commitment to team success are crucial. The ability to work independently and manage time effectively in a remote work environment is paramount.
As a remote leader, you will utilize various communication and support platforms, including ticketing systems, CRM software, and video conferencing tools, to manage your team and oversee support operations. Your responsibilities include developing support protocols, training agents, analyzing support metrics, identifying areas for improvement, and ensuring timely and effective customer issue resolution. This position requires excellent communication, problem-solving, and organizational skills, along with a strong commitment to customer advocacy.
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer service representatives and helpdesk agents.
- Develop and implement comprehensive customer support policies, procedures, and SLAs.
- Oversee daily operations of the helpdesk, ensuring efficient ticket management and prompt issue resolution.
- Train new team members on products, services, support tools, and customer service best practices.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores (CSAT), and first contact resolution (FCR).
- Identify trends in customer inquiries and issues, recommending and implementing solutions to improve product and service offerings.
- Act as an escalation point for complex customer issues, providing advanced troubleshooting and resolution.
- Collaborate with other departments (e.g., Product, Engineering, Sales) to address systemic customer issues and improve the overall customer experience.
- Develop and maintain a comprehensive knowledge base for internal and external use.
- Conduct regular team meetings and one-on-one performance reviews to foster engagement and professional development.
- Ensure adherence to all company policies and data privacy regulations.
- Continuously seek opportunities to enhance the customer support experience and team efficiency.
Qualifications include a Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience. A minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a leadership or supervisory role, is required. Proven experience managing remote teams is essential. Strong understanding of CRM software, helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud), and remote collaboration tools. Excellent communication, interpersonal, and problem-solving skills. Ability to remain calm and professional under pressure. Strong analytical skills to interpret data and identify actionable insights. A passion for delivering outstanding customer service and a commitment to team success are crucial. The ability to work independently and manage time effectively in a remote work environment is paramount.
This advertiser has chosen not to accept applicants from your region.
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