862 Premium Support jobs in Kenya
Customer Service Representative - Technical Support
00300 Moiben
KES50000 month
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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
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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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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
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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.
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3
Customer Service Representative - Technical Support
80200 Nairobi, Nairobi
KES45000 month
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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 Service Representative
60400 Meru , Eastern
KES45000 Annually
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Job Description
Our client is looking for a dedicated and empathetic Customer Service Representative to join their fully remote support team. This role is essential for providing exceptional assistance and building positive relationships with our valued customers. You will be the primary point of contact, handling inquiries, resolving issues, and offering support through various communication channels, including phone, email, and chat. Your responsibilities will include addressing customer questions about products and services, processing orders, managing complaints, and providing information on company policies. We are seeking individuals with excellent communication skills, patience, and a strong ability to listen and understand customer needs. Proficiency in using customer relationship management (CRM) software and other support tools is essential. The ability to work independently, manage time effectively, and maintain a positive attitude while dealing with challenging situations in a remote environment is crucial. You will be expected to provide accurate and timely information, troubleshoot problems, and ensure customer satisfaction. This position offers a fantastic opportunity to develop your customer service skills and contribute to a positive customer experience, all from the comfort of your own home. Join a supportive team environment where your efforts directly impact customer loyalty and company reputation.
Responsibilities:
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide accurate information about products, services, and company policies.
- Resolve customer complaints and issues efficiently and effectively.
- Process customer orders, returns, and exchanges.
- Maintain customer records by updating account information in the CRM system.
- Identify and escalate priority issues to the appropriate departments.
- Gather customer feedback and share insights with the team for service improvement.
- Adhere to company service standards and quality guidelines.
- Manage time effectively to meet service level agreements (SLAs).
- Contribute to a positive and collaborative team environment.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a similar role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software and common office applications.
- Ability to multitask and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric approach.
- Ability to remain calm and professional under pressure.
- Strong interpersonal skills and a team-player attitude.
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5
Customer Service Representative
80100 Nairobi, Nairobi
KES30000 month
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Job Description
Our client is looking for an enthusiastic and dedicated Customer Service Representative to join their vibrant team in **Malindi, Kilifi, KE**. This hybrid role provides the flexibility to work both remotely and from our client's local office. The ideal candidate will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive customer experience. Key responsibilities include answering customer calls, responding to emails and live chat messages, processing orders, and providing product or service information. You will be expected to identify and escalate customer needs to appropriate departments, follow communication procedures, guidelines, and policies, and meet customer service metrics. Excellent communication, active listening, and problem-solving skills are essential. The ability to remain calm and professional, especially during challenging interactions, is paramount. We are seeking individuals with a friendly demeanor, a strong work ethic, and a genuine desire to help customers. Previous experience in a customer service or client-facing role is preferred. Familiarity with CRM systems and customer support software is a plus. A high school diploma or equivalent is required, with some college coursework being an advantage. You should be comfortable working independently in a remote capacity and also collaborating effectively with colleagues in the office. This is a great opportunity to contribute to customer satisfaction and be part of a supportive team environment, ensuring our client's customers feel valued and supported.
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6
Customer Service Representative
00901 Abothuguchi West
KES45000 Annually
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Job Description
Our client is seeking a proactive and customer-focused Customer Service Representative to join their support team. This role involves handling customer inquiries, resolving issues, and ensuring a positive customer experience. As a hybrid position, you will have the flexibility to work both remotely and from our office located in **Ruiru, Kiambu, KE**, allowing for a blend of focused independent work and collaborative team engagement.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide information about products and services, addressing customer needs and concerns.
- Troubleshoot and resolve customer issues efficiently and effectively.
- Process orders, returns, and exchanges accurately.
- Maintain detailed records of customer interactions and transactions.
- Escalate complex issues to the appropriate departments when necessary.
- Gather customer feedback to help improve services and products.
- Adhere to company policies and procedures in all customer interactions.
- Collaborate with team members to share best practices and improve service quality.
- Meet individual and team performance targets for customer satisfaction and response times.
Qualifications:
- Previous experience in customer service or a related role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using customer relationship management (CRM) software.
- Ability to multitask and manage time effectively.
- A patient and empathetic approach to customer interactions.
- Comfortable working in both remote and office environments.
- High school diploma or equivalent; further education is a plus.
- Basic computer proficiency.
- Ability to learn quickly and adapt to new systems.
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7
Customer Service Lead
00102 Gathiruini
KES60000 Annually
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Job Description
Our client, a fast-growing online retailer, is seeking a dedicated and experienced Customer Service Lead to manage their fully remote customer support team. This pivotal role involves overseeing day-to-day operations, ensuring exceptional customer experiences, and mentoring a team of customer service representatives. The ideal candidate is passionate about customer satisfaction, possesses strong leadership qualities, and excels in a remote team environment. You will be responsible for implementing best practices, resolving complex customer issues, and contributing to the continuous improvement of customer service processes.
Key Responsibilities:
This is a fully remote opportunity, requiring excellent communication skills, strong problem-solving abilities, and the capacity to manage and motivate a team virtually. Candidates should have a proven track record in customer service management, preferably within an e-commerce or retail environment. A passion for customer advocacy and a commitment to delivering outstanding service are essential. Proficiency in customer relationship management (CRM) software and a comfort level with remote work tools are required. This role offers the chance to lead a dedicated team and significantly impact customer satisfaction for a thriving business, all from the convenience of your home office.
Key Responsibilities:
- Lead, coach, and motivate a remote team of customer service representatives to achieve performance goals.
- Manage the daily operations of the customer service department, ensuring efficient and effective issue resolution.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.
- Monitor customer service metrics and KPIs, identifying areas for improvement and implementing corrective actions.
- Train new team members on products, services, and customer service best practices.
- Maintain a deep understanding of company products and services to provide accurate information to customers.
- Gather customer feedback and insights to inform product development and service improvements.
- Ensure adherence to quality standards and company protocols in all customer interactions.
- Utilize CRM systems and other tools to track customer interactions and manage service requests.
- Foster a positive and supportive team culture within the remote work environment.
This is a fully remote opportunity, requiring excellent communication skills, strong problem-solving abilities, and the capacity to manage and motivate a team virtually. Candidates should have a proven track record in customer service management, preferably within an e-commerce or retail environment. A passion for customer advocacy and a commitment to delivering outstanding service are essential. Proficiency in customer relationship management (CRM) software and a comfort level with remote work tools are required. This role offers the chance to lead a dedicated team and significantly impact customer satisfaction for a thriving business, all from the convenience of your home office.
This advertiser has chosen not to accept applicants from your region.
8
Customer Service Representative
60200 Meru , Eastern
KES360000 Annually
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Job Description
Our client is seeking dedicated and customer-focused individuals to join their team as Customer Service Representatives at their Meru office. In this role, you will be the primary point of contact for customers, providing exceptional support and resolving inquiries efficiently. You will handle a variety of customer interactions through phone, email, and potentially in-person channels, ensuring a positive experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and provide information about products and services in a timely and accurate manner.
- Resolve customer complaints and issues with professionalism and empathy, escalating complex problems as needed.
- Process orders, requests, and account updates accurately.
- Maintain customer records and update account information in the CRM system.
- Identify customer needs and provide solutions that meet their expectations.
- Build rapport and foster positive relationships with customers.
- Adhere to company policies and procedures in all customer interactions.
- Collaborate with team members to share knowledge and best practices.
- Meet individual and team performance goals related to customer satisfaction and response times.
- Handle customer feedback and provide insights to management for service improvement.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service or a related client-facing role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
- Ability to remain calm and professional under pressure.
- Patience and empathy when dealing with customer issues.
- Strong organizational skills and attention to detail.
- Ability to work effectively as part of a team in an office environment.
- A genuine desire to help customers and provide exceptional service.
This advertiser has chosen not to accept applicants from your region.
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