986 Onsite Support jobs in Kenya
Customer Support Lead
80200 Nairobi, Nairobi
KES65000 Annually
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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.
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0
Customer Support Specialist
00200 Njiru Village
KES50000 Annually
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Job Description
Our client, a growing technology services provider, is looking for a dedicated Customer Support Specialist to join their team. In this hybrid role, you will be a primary point of contact for customers, providing timely and effective solutions to their inquiries and technical issues. Your responsibilities will include answering customer calls, responding to emails and live chat messages, troubleshooting common software and hardware problems, and escalating complex issues to higher technical support tiers when necessary. You will be expected to maintain accurate records of customer interactions and resolutions in the CRM system, and contribute to the development of knowledge base articles and FAQs. A key part of this role is ensuring a positive customer experience through empathetic communication and efficient problem-solving. You will also play a role in identifying recurring customer issues and providing feedback to product development teams for service improvement. The ideal candidate will have a passion for customer service, excellent communication and interpersonal skills, and a patient and positive attitude. Prior experience in a customer service or technical support role is a strong asset. Proficiency with customer relationship management (CRM) software and basic troubleshooting skills are required. You will need to be comfortable working both remotely and from our office in Ongata Rongai. This is a fantastic opportunity to grow within a supportive team environment and make a real difference in customer satisfaction.
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1
Customer Support Specialist
00100 Makongeni
KES70000 month
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, offering the flexibility to work from home and contribute to customer satisfaction from anywhere. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a passion for problem-solving. You will be responsible for responding to customer inquiries via various channels, including email, phone, and chat, addressing their questions, troubleshooting issues, and providing accurate information about products and services. Key duties include resolving customer complaints efficiently and effectively, maintaining detailed records of customer interactions, and escalating complex issues to the appropriate departments when necessary. You will also be involved in gathering customer feedback to help improve products and services. Our client values individuals who are proactive, possess strong organizational skills, and are committed to delivering a positive customer experience. The ability to work independently, manage time effectively, and maintain a high level of professionalism in a remote environment is essential. You will be part of a supportive team that is focused on ensuring customer loyalty and satisfaction. This is an excellent opportunity to utilize your customer service skills to make a real difference, build strong customer relationships, and grow your career in a rewarding, remote-first role. Your contribution will be vital in maintaining our client’s reputation for excellent customer care. We are looking for individuals who are great listeners, empathetic communicators, and are adept at finding solutions to customer challenges, ensuring every interaction is a positive one.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via email, phone, and chat in a timely manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues and complaints effectively.
- Maintain detailed records of customer interactions and transactions.
- Escalate complex issues to senior support or relevant departments.
- Gather customer feedback and report insights to improve services.
- Ensure a high level of customer satisfaction with every interaction.
- Follow communication procedures, guidelines, and policies.
- Identify opportunities to upsell or cross-sell products/services when appropriate.
- Contribute to the team's success through collaboration and knowledge sharing.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support or client service experience.
- Excellent communication, listening, and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and empathy when dealing with customer issues.
- Proficiency with CRM software and helpdesk systems.
- Ability to work independently and manage workload in a remote setting.
- Strong typing skills and computer literacy.
- Adaptability and willingness to learn new products and procedures.
- Positive attitude and a commitment to customer satisfaction.
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2
Customer Support Lead
40101 Moiben
KES85000 Annually
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Job Description
Our client is looking for a highly motivated and experienced Customer Support Lead to guide and manage their customer service team. This is a fully remote position, offering you the flexibility to lead your team and support customers from any location. You will be responsible for ensuring exceptional customer service delivery, resolving complex customer issues, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess excellent leadership, communication, and problem-solving skills, with a proven ability to manage and motivate a remote support team. You should have a deep understanding of customer service best practices and experience with CRM and helpdesk software. Key responsibilities include training and mentoring customer support representatives, monitoring service performance, identifying areas for improvement, and developing standard operating procedures. You will also handle escalated customer complaints, analyze customer feedback, and collaborate with other departments to address systemic issues. This role requires a proactive approach to customer engagement and a commitment to building positive customer relationships. You must be adept at managing multiple priorities, making sound decisions under pressure, and fostering a positive and productive remote work environment for your team. If you are a customer-centric leader passionate about delivering outstanding service and driving team success in a remote setting, we encourage you to apply. This role is based in **Garissa, Garissa, KE** but is fully remote.
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3
Customer Support Lead
00200 Njiru Village
KES65000 Annually
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Job Description
Our client, a fast-growing tech company, is seeking a proactive and customer-centric Customer Support Lead to guide their support team. This role offers a hybrid work arrangement, blending remote flexibility with essential in-office collaboration. You will be responsible for overseeing the daily operations of the customer support department, ensuring prompt and effective resolution of customer inquiries and issues across various channels. Your duties will include training and mentoring support agents, developing and refining support processes, and analyzing customer feedback to identify areas for improvement. The ideal candidate will have proven experience in customer service management, exceptional problem-solving skills, and a strong understanding of customer support best practices. You should be adept at conflict resolution and possess excellent communication and interpersonal skills. Proficiency in CRM software and helpdesk ticketing systems is essential. You will play a key role in fostering a positive customer experience, ensuring customer satisfaction and loyalty. This position requires strong organizational skills and the ability to motivate and lead a team effectively. You will be responsible for managing support escalations and ensuring adherence to service level agreements. This is an exciting opportunity to contribute to a company that values exceptional customer service and offers a collaborative work environment with opportunities for professional growth. You will be instrumental in shaping the customer support strategy and driving customer satisfaction.
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4
Customer Support Specialist
20117 Nyeri Town
KES70000 month
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their growing team in **Nyeri, Nyeri, KE**. This is a hybrid role, requiring a mix of in-office and remote work, offering a balance of collaboration and flexibility. As a Customer Support Specialist, you will be the primary point of contact for our customers, providing exceptional assistance and resolving inquiries efficiently and professionally. Your responsibilities will include answering incoming calls, responding to emails, and managing customer support tickets across various platforms. You will actively listen to customer needs, troubleshoot issues, and provide accurate information and solutions in a timely manner. Building and maintaining strong customer relationships is paramount, and you will strive to exceed customer expectations with every interaction. This role requires excellent communication skills, both written and verbal, along with a patient and friendly demeanor. You should be adept at explaining technical information in a clear and concise way. The ability to work independently, manage time effectively, and multitask in a fast-paced environment is crucial. You will be expected to document customer interactions accurately, update customer records, and escalate complex issues to the appropriate departments. Continuous learning and staying updated on product knowledge and support procedures are essential. Join our client's supportive team and contribute to their commitment to outstanding customer service. This position offers opportunities for growth and development within the customer service field.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat.
- Troubleshoot and resolve customer issues effectively.
- Provide accurate product and service information.
- Maintain detailed records of customer interactions.
- Escalate unresolved issues to appropriate teams.
- Follow communication guidelines and protocols.
- Identify and communicate trends in customer inquiries.
- Process orders, forms, and applications as needed.
- Contribute to team efforts and achieve customer satisfaction goals.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and active listening skills.
- Strong problem-solving and multitasking abilities.
- Proficiency with CRM systems and helpdesk software.
- Ability to remain calm and professional in high-pressure situations.
- Familiarity with basic IT troubleshooting.
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5
Customer Support Specialist
60100 Meru , Eastern
KES80000 Annually
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Job Description
We are seeking a motivated and customer-centric Customer Support Specialist to join our client's vibrant support team. This is a fully remote position, offering the flexibility to assist customers and resolve inquiries from the convenience of your home. You will be the primary point of contact for customers, providing exceptional support via phone, email, and chat. Your responsibilities will include troubleshooting technical issues, answering product-related questions, processing orders, and managing customer accounts. The ideal candidate will possess excellent communication and active listening skills, with a patient and empathetic approach to customer interactions. Strong problem-solving abilities and the capacity to quickly learn and adapt to new products and procedures are essential. Proficiency in using customer relationship management (CRM) software and other support tools is highly desirable. You will be expected to maintain high levels of customer satisfaction by resolving issues efficiently and effectively. We are looking for an individual who is proactive, possesses a positive attitude, and thrives in a fast-paced, collaborative remote environment. The ability to manage multiple tasks and prioritize effectively is key. This remote role offers a fantastic opportunity to be part of a dynamic team, contribute to positive customer experiences, and grow your career in customer service.
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Customer Support Lead
10100 Nyeri Town
KES65000 month
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Job Description
Our client is seeking an experienced and customer-centric Customer Support Lead to manage and elevate their customer service operations. This role offers a hybrid work arrangement, blending remote flexibility with essential in-office collaboration. You will be responsible for leading a team of customer support representatives, ensuring the delivery of exceptional service and timely resolution of customer inquiries and issues. Key responsibilities include training and mentoring support staff, developing and implementing customer service policies and procedures, and monitoring service quality through various feedback mechanisms. You will also be involved in handling escalated customer complaints, identifying patterns in customer issues to suggest improvements in products or services, and maintaining customer satisfaction metrics. The ideal candidate will possess a minimum of 3 years of experience in a customer service or support role, with at least 1 year in a supervisory or leadership capacity. Excellent communication, problem-solving, and conflict-resolution skills are paramount. Proficiency with CRM software and customer support ticketing systems is required. A Bachelor's degree in a related field is advantageous. You should be adept at motivating and guiding a team, fostering a positive and productive work environment. This role requires strong organizational skills and the ability to manage multiple priorities effectively. You will play a crucial role in shaping the customer experience and ensuring customer loyalty by providing outstanding support and driving continuous improvement within the support department. Your leadership will be key in maintaining high standards of service and contributing to the overall success of the client's business.
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7
Customer Support Specialist
00901 Abothuguchi West
KES50000 Annually
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Job Description
Our client, a rapidly expanding tech company, is seeking a motivated and customer-centric Customer Support Specialist. This hybrid role offers a blend of remote work and on-site collaboration in **Ruiru, Kiambu, KE**. You will be the primary point of contact for customers, providing exceptional support via phone, email, and chat. Your responsibilities include resolving customer inquiries and issues efficiently, troubleshooting technical problems, and educating customers on product features and functionalities. A deep understanding of customer service principles and a passion for helping others are essential. The ideal candidate will possess strong communication and active listening skills, with the ability to empathize with customers. You will be responsible for maintaining accurate customer records and documenting all interactions. Experience with CRM systems and helpdesk software is required. This role involves escalating complex issues to higher support tiers and collaborating with other departments to ensure customer satisfaction. You will contribute to the development of knowledge base articles and FAQs to empower customers. The ability to work independently and as part of a team is crucial. Continuous learning about the company's products and services is expected. You will be part of a supportive team dedicated to providing outstanding customer experiences. This is a great opportunity to grow your career in a fast-paced and dynamic environment.
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8
Customer Support Representative
00200 Njiru Village
KES50000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a motivated and customer-focused Customer Support Representative to join their team. This position offers a hybrid work arrangement, with a mix of remote and in-office responsibilities. You will be the primary point of contact for customers, providing timely and effective support through various channels, including phone, email, and chat. Your responsibilities will include resolving customer inquiries, troubleshooting product or service issues, processing orders, and handling complaints with professionalism and empathy. Maintaining accurate customer records and documenting interactions in the CRM system is crucial. You will also gather customer feedback to identify areas for service improvement. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and friendly demeanor. Strong problem-solving abilities and a proactive approach to assisting customers are essential. Previous experience in a customer service or helpdesk role is highly preferred. Familiarity with CRM software and ticketing systems is a plus. A high school diploma or equivalent is required; further education or certifications in customer service are advantageous. You should be comfortable working both independently and as part of a team, adapting to a hybrid work model. Join our client's dedicated team and contribute to delivering exceptional customer experiences.
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