1,608 Member Support jobs in Kenya
Customer Service Representative - Technical Support
00300 Moiben
KES50000 month
WhatJobs
Posted today
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Job Description
Our client is looking for a dedicated and customer-focused Customer Service Representative to provide exceptional technical support in Garissa. This on-site role requires a proactive individual who can assist customers with troubleshooting, product inquiries, and service-related issues. You will be the primary point of contact for customers seeking assistance, ensuring their experience is positive and their problems are resolved efficiently. Key responsibilities include responding to customer inquiries via phone, email, and chat; diagnosing and resolving technical problems with our products/services; guiding customers through product features and functionalities; escalating complex issues to appropriate departments; documenting customer interactions and solutions accurately; and providing feedback to improve products and services. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Strong problem-solving abilities and a knack for explaining technical concepts clearly to non-technical users are essential. Previous experience in a customer service or technical support role is required. Familiarity with CRM software and ticketing systems is a plus. You should be able to work effectively in a team environment and manage multiple tasks simultaneously. A passion for helping people and a commitment to delivering high-quality support are key attributes we are looking for. If you thrive in a customer-facing role and are eager to contribute to a positive customer experience within our Garissa office, we encourage you to apply. Join us and become a valued member of our support team, ensuring our customers receive the best possible assistance.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve technical issues promptly.
- Provide clear and concise troubleshooting guidance to customers.
- Document customer interactions and resolutions in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments.
- Educate customers on product features and services.
- Maintain a high level of customer satisfaction.
- Identify trends in customer issues to suggest product improvements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Proven experience in customer service or technical support.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Ability to explain technical information clearly to diverse audiences.
- Familiarity with CRM and ticketing systems is a plus.
- High school diploma or equivalent; further education is advantageous.
- Ability to work independently and as part of a team.
- Customer-oriented attitude and a passion for service excellence.
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Customer Service Representative - Technical Support
20100 Mwembe
KES55000 month
WhatJobs
Posted today
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Job Description
Our client is seeking a customer-focused and technically proficient Customer Service Representative to join their dedicated support team. This role is essential for providing exceptional assistance and resolving technical inquiries for their user base. You will be the first point of contact for customers experiencing issues with their products or services, tasked with troubleshooting problems, guiding users through solutions, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for understanding and explaining technical concepts. You should be adept at problem-solving and possess a genuine desire to help customers. This position is fully remote, allowing you to provide support from the comfort of your home, utilizing advanced communication and ticketing systems to manage customer interactions efficiently. Your dedication to customer satisfaction and technical expertise will be key to resolving issues promptly and effectively.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues reported by customers.
- Provide clear and concise instructions to guide customers through problem-solving steps.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to higher support tiers when necessary.
- Educate customers on product features and best practices.
- Maintain a high level of customer satisfaction through effective problem resolution.
- Identify trends in customer issues and provide feedback to product development teams.
- Stay updated on product knowledge and support procedures.
- Contribute to the development of knowledge base articles and FAQs.
- High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in a customer service or technical support role.
- Strong understanding of common technical issues and troubleshooting methods.
- Excellent verbal and written communication skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to explain technical information clearly to non-technical users.
- Proficiency in using customer support software and CRM systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and analytical skills.
- Reliable internet connection and a dedicated workspace for remote work.
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1
Customer Service Representative - Technical Support
70100 Gathiruini
KES150000 Annually
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Our client, a leading provider of innovative software solutions, is seeking a dedicated and customer-focused Customer Service Representative to join their Technical Support team. This is a fully remote position, offering excellent flexibility and the opportunity to assist clients with their technical inquiries. You will be the first point of contact for customers experiencing issues with our client's products, providing timely and effective solutions. Responsibilities include troubleshooting technical problems, guiding users through product features, resolving software-related issues, and escalating complex cases to higher support tiers. You will maintain detailed records of customer interactions and resolutions in a CRM system. The ideal candidate will possess exceptional communication and problem-solving skills, with a patient and empathetic approach to customer service. Previous experience in a customer support or technical helpdesk role is highly preferred. Proficiency in troubleshooting common software and hardware issues, along with a strong understanding of customer service best practices, is essential. The ability to explain technical concepts clearly to non-technical users is crucial. You must be highly organized, detail-oriented, and capable of managing multiple inquiries simultaneously in a fast-paced, remote environment. A commitment to providing outstanding customer experiences is key. Join our client's team and contribute to their reputation for excellent customer support.
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2
Technical Support Lead - Customer Service
30100 Kitale, Rift Valley
KES70000 Annually
WhatJobs
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Job Description
Our client is seeking a dynamic and experienced Technical Support Lead to manage their customer service helpdesk operations. This hybrid role will involve a blend of remote work and on-site presence at our **Kitale, Trans-Nzoia, KE** offices, ensuring seamless customer support delivery. You will be responsible for leading a team of technical support specialists, providing guidance, training, and performance management. Your core duties will include resolving complex technical issues escalated by the support team, developing and maintaining knowledge base articles, monitoring support ticket queues, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess strong technical acumen, with expertise in troubleshooting common software and hardware issues relevant to our client's products or services. Excellent communication, interpersonal, and customer service skills are essential for interacting with customers and team members. You should have experience in customer support environments, with a proven ability to manage and motivate a support team. Familiarity with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. This role requires strong analytical and problem-solving abilities, with a commitment to delivering exceptional customer experiences. You will also contribute to process improvements within the customer service department, ensuring efficient and effective support delivery across all channels.
This advertiser has chosen not to accept applicants from your region.
3
Customer Service Representative - Technical Support
80200 Nairobi, Nairobi
KES45000 month
WhatJobs
Posted today
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Job Description
Our client, a fast-growing technology solutions provider based in Malindi, Kilifi, KE , is seeking dedicated and technically proficient Customer Service Representatives for their remote support team. This fully remote role is crucial for providing exceptional technical assistance and resolving customer issues efficiently. You will be the primary point of contact for customers experiencing technical difficulties with our client's products or services. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a patient, customer-focused approach. This position requires you to work remotely, offering support via phone, email, and chat.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat channels.
- Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
- Guide customers through step-by-step solutions to resolve their technical problems.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex technical issues to appropriate support teams when necessary.
- Maintain a high level of customer satisfaction by delivering prompt, empathetic, and professional service.
- Identify recurring customer issues and provide feedback to the product development team for improvements.
- Stay updated on product knowledge and technical advancements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Contribute to building a knowledge base of FAQs and troubleshooting guides.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common operating systems (Windows, macOS, Linux) and troubleshooting techniques.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical skills.
- Ability to multitask and handle a high volume of customer inquiries.
- Must have a reliable internet connection and a dedicated remote workspace.
- Familiarity with cloud-based services or specific software relevant to the client's industry is a plus.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Specialist
20117 Naivasha, Rift Valley
KES45000 Annually
WhatJobs
Posted today
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Job Description
Our client is looking for a friendly and efficient Customer Support Specialist to join our team, offering a hybrid work arrangement. In this role, you will be the primary point of contact for our customers, providing timely and effective solutions to their inquiries and issues via phone, email, and chat. You will be responsible for troubleshooting common technical problems, guiding customers through product features, and ensuring a positive customer experience. The ideal candidate will possess excellent communication and interpersonal skills, a patient demeanor, and a strong ability to multitask. You will maintain detailed records of customer interactions and resolutions within our CRM system. This position requires a proactive approach to problem-solving and the ability to work both independently and collaboratively with team members. Responsibilities include responding to customer requests promptly, resolving complaints effectively, and escalating complex issues to the appropriate departments when necessary. A commitment to providing exceptional service and contributing to customer satisfaction is paramount. This role offers a great opportunity to develop your customer service skills in a dynamic environment, with a balance of remote flexibility and in-office collaboration. You will be trained on our product suite and support tools to ensure you have the knowledge to succeed. Your ability to build rapport with customers and resolve their needs efficiently will be key to your success in this role. We are looking for individuals who are passionate about helping others and can adapt to different customer needs.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Lead
01001 Makongeni
KES300000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
WhatJobs is seeking a proactive and experienced Customer Support Lead to manage our customer service operations. This is a fully remote position, offering the flexibility to lead a distributed team and assist customers from anywhere. You will be responsible for guiding a team of customer support representatives, ensuring exceptional service delivery, and resolving complex customer issues. Your role involves developing support strategies, training team members, and implementing best practices to enhance customer satisfaction and loyalty.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing environment.
- Develop and implement customer service policies, procedures, and standards.
- Monitor customer interactions across various channels (email, chat, phone) to ensure quality and efficiency.
- Handle escalated customer inquiries and complex problem-solving.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments to address customer issues and improve overall product/service experience.
- Manage customer support tools and software, ensuring optimal utilization.
- Contribute to the development of knowledge base articles and self-service resources.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing customer support teams, preferably in a remote setting.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in customer relationship management (CRM) software and helpdesk platforms.
- Ability to motivate and guide a remote team effectively.
- Experience in conflict resolution and de-escalation techniques.
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Specialist
20100 Naivasha, Rift Valley
KES45000 month
WhatJobs
Posted today
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team in Naivasha, Nakuru, KE . This role is crucial in providing exceptional assistance and resolving customer inquiries efficiently. You will be the first point of contact for customers, handling a variety of issues via phone, email, and potentially in-person interactions. Key responsibilities include understanding customer needs, providing accurate information about products and services, troubleshooting technical issues, and escalating complex problems to the appropriate departments. You will be responsible for documenting all customer interactions and resolutions in the company's CRM system. Maintaining a high level of customer satisfaction is paramount. This role requires excellent communication and interpersonal skills, patience, and a genuine desire to help others. The ideal candidate will possess strong problem-solving abilities and the capacity to work effectively under pressure. Previous experience in customer service or a related field is highly desirable. You should be proficient with common computer applications and able to learn new software systems quickly. We are looking for an empathetic individual who can build rapport with customers and represent the company professionally at all times. This is a great opportunity to build a career in customer service within a supportive team environment. The ability to work effectively as part of a team and contribute to a positive customer experience is essential.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and other channels.
- Provide accurate product and service information.
- Troubleshoot and resolve customer issues and complaints.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to relevant departments.
- Maintain a high standard of customer satisfaction.
- Collaborate with team members to improve customer support processes.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Lead
60100 Meru , Eastern
KES450000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
We are seeking a dedicated and experienced Customer Support Lead to join our client-focused team in a fully remote capacity. In this role, you will be responsible for overseeing customer service operations, ensuring exceptional support is provided to our clients, and leading a team of customer service representatives. Your duties will include managing incoming support requests, troubleshooting technical issues, resolving customer complaints, and implementing strategies to improve customer satisfaction and loyalty. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service principles and best practices. Experience with customer relationship management (CRM) software and helpdesk systems is essential. You should be adept at motivating and coaching support staff, analyzing support metrics, and identifying opportunities for process improvement. This fully remote position requires exceptional organizational skills, problem-solving abilities, and the capacity to manage and resolve issues efficiently and empathetically. We are looking for a proactive individual who is passionate about delivering outstanding customer experiences and who can contribute to a positive and supportive remote work environment. Your leadership in customer support will be vital in fostering strong customer relationships and upholding our commitment to service excellence.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of customer support representatives.
- Oversee daily customer service operations and ensure timely issue resolution.
- Provide training and coaching to support staff.
- Monitor customer interactions and provide feedback for improvement.
- Develop and implement customer service policies and procedures.
- Analyze customer support metrics and identify trends.
- Handle escalated customer complaints and complex issues.
- Collaborate with other departments to resolve customer problems.
- Ensure efficient use of helpdesk software and CRM systems.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- 3+ years of experience in customer service or technical support roles.
- Previous experience in a leadership or supervisory role.
- Proficiency with CRM software and helpdesk ticketing systems.
- Strong problem-solving and conflict-resolution skills.
- Excellent communication, interpersonal, and active listening skills.
- Ability to motivate and manage a remote team.
- Experience in customer service training and development is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead
80200 Nairobi, Nairobi
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dynamic and motivated Customer Support Lead to manage their customer service and helpdesk operations. This role requires a leader who can guide a team, ensure high levels of customer satisfaction, and contribute to the improvement of support processes. While the company operates a hybrid work model, this specific position requires a candidate comfortable with a blend of remote and in-office work.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Manage the scheduling and allocation of team resources to meet service level agreements (SLAs).
- Contribute to the knowledge base and training materials for the support team.
- Act as a point of escalation for complex customer issues.
- Collaborate with other departments to address customer needs and improve product/service offerings.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service or a helpdesk environment, with at least 1-2 years in a supervisory or lead role.
- Proven ability to lead and motivate a team.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple tasks and priorities effectively.
- Familiarity with remote and hybrid work environments is beneficial.
- Must be legally authorized to work in Kenya and willing to work a hybrid schedule.
This advertiser has chosen not to accept applicants from your region.
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