235 Public Service Roles jobs in Kenya
Customer Support Specialist
01000 Ruiru, Central
KES55000 Annually
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office interaction. You will be a vital point of contact for customers, providing timely and effective assistance to resolve inquiries, troubleshoot issues, and ensure a positive customer experience. The ideal candidate possesses excellent communication skills, a problem-solving mindset, and a genuine passion for helping others. You will be responsible for managing customer interactions across various channels, documenting issues, and working with internal teams to find solutions. Your contribution will be key in maintaining high levels of customer satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and resolve technical and non-technical issues reported by customers.
- Provide accurate information about products and services.
- Guide customers through troubleshooting steps and product usage.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Escalate complex issues to the appropriate internal teams or departments.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- Contribute to the development of knowledge base articles and FAQs.
- Identify opportunities to improve customer service processes and customer experience.
- Build rapport and strong relationships with customers.
- Proven customer support or client service experience.
- Excellent communication skills, both written and verbal.
- Strong active listening and problem-solving abilities.
- Proficiency with computers and common software applications, including CRM systems.
- Ability to multitask and manage time effectively.
- A patient and empathetic demeanor when dealing with customers.
- High school diploma or equivalent; associate's degree or relevant certification is a plus.
- Ability to work effectively both independently and as part of a team in a hybrid environment.
- Previous experience in a remote or call center environment is beneficial.
- Demonstrated ability to learn quickly and adapt to new processes and technologies.
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0
Customer Support Specialist
50200 Homa Bay
KES30000 Annually
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Job Description
Our client, a rapidly growing company in the services sector, is looking for a dedicated and empathetic Customer Support Specialist to join their team in **Bungoma, Bungoma, KE**. This role is crucial for ensuring customer satisfaction and providing exceptional support across various channels. You will be the first point of contact for customers, addressing their inquiries, resolving issues, and providing guidance on products and services. The ideal candidate will possess excellent communication skills, patience, and a strong desire to help others. This is a hybrid position, requiring a balance of in-office and remote work, offering flexibility while maintaining team cohesion. You will be responsible for handling a high volume of customer interactions via phone, email, and chat. This includes troubleshooting technical problems, processing requests, and escalating complex issues to appropriate departments. Maintaining detailed records of customer interactions and resolutions is essential. You will also contribute to building customer loyalty by providing a positive and efficient support experience. Continuous learning about the company's offerings and support best practices is expected. The ability to multitask effectively and manage time efficiently is key to success in this role. We are looking for individuals who are passionate about customer service and can represent our client with professionalism and care.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally across multiple channels (phone, email, chat).
- Provide technical support and guidance on product usage.
- Troubleshoot and diagnose customer problems, escalating complex issues when necessary.
- Process customer requests, orders, and returns accurately.
- Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
- Identify opportunities to improve customer satisfaction and retention.
- Educate customers on product features and benefits.
- Collaborate with other departments to ensure a seamless customer experience.
- Contribute to the development of support documentation and FAQs.
- High school diploma or equivalent; further education or certification in customer service is a plus.
- Proven experience in a customer service or support role.
- Excellent communication and interpersonal skills, with the ability to empathize with customers.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Familiarity with common IT support issues.
- Positive attitude and a genuine desire to help customers.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist
20400 Kapsuser
KES75000 month
WhatJobs
Posted 1 day ago
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, enabling you to deliver top-tier support from the convenience of your home office. You will be the first point of contact for customers seeking help with our client's products and services, handling inquiries via phone, email, and live chat. Your primary goal will be to resolve customer issues efficiently and effectively, ensuring a positive customer experience. This involves troubleshooting technical problems, answering product-related questions, processing orders or returns, and escalating complex issues when necessary. The ideal candidate will possess outstanding communication skills, patience, and a genuine desire to help others. Strong problem-solving abilities and the capacity to quickly learn new products and systems are essential. You will maintain accurate records of customer interactions and feedback. This role requires self-discipline, excellent time management, and the ability to maintain a professional and courteous demeanor, even in challenging situations. You will be part of a supportive team environment, contributing to the overall success of the customer service department. This is a fantastic opportunity to grow your career in customer service within a company that values its employees and their contributions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and chat.
- Provide accurate product and service information to customers.
- Troubleshoot and diagnose customer problems, offering effective solutions.
- Process customer orders, returns, and exchanges.
- Escalate complex issues to appropriate departments or senior support staff.
- Document all customer interactions and resolutions in the CRM system.
- Identify opportunities to improve customer service processes and customer satisfaction.
- Maintain a high level of product knowledge.
- Contribute to team goals and collaborate with colleagues.
- Ensure adherence to company policies and service level agreements.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven experience in customer service or a related role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customers.
- Proficiency in computer applications and CRM software.
- Ability to multitask and manage time effectively.
- Must have a reliable internet connection and a dedicated workspace.
- Adaptable and eager to learn new systems and products.
- A positive attitude and a strong work ethic.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Specialist
30100 Moiben
KES75000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a dedicated and personable Customer Support Specialist to join their growing team. This role offers a hybrid work arrangement, allowing for flexibility while maintaining vital in-person collaboration. You will be the first point of contact for customers, providing exceptional assistance and resolving inquiries across various communication channels, including phone, email, and chat. Your primary goal will be to ensure customer satisfaction by delivering timely, accurate, and friendly support.
The ideal candidate will possess excellent communication and problem-solving skills, with a patient and empathetic approach to customer interactions. You will be responsible for troubleshooting customer issues, providing product information, processing orders or requests, and escalating complex problems when necessary. A strong ability to multitask, manage time effectively, and maintain a positive attitude is crucial. You will also contribute to improving customer service processes and providing feedback on customer needs and pain points.
Key Responsibilities:
Qualifications:
We are looking for individuals who are passionate about customer service and eager to contribute to our client's success.
The ideal candidate will possess excellent communication and problem-solving skills, with a patient and empathetic approach to customer interactions. You will be responsible for troubleshooting customer issues, providing product information, processing orders or requests, and escalating complex problems when necessary. A strong ability to multitask, manage time effectively, and maintain a positive attitude is crucial. You will also contribute to improving customer service processes and providing feedback on customer needs and pain points.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Provide accurate product and service information to customers.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Process customer orders, applications, or requests.
- Escalate complex customer issues to the appropriate departments or supervisors.
- Maintain detailed records of customer interactions and transactions.
- Identify and communicate customer feedback and trends to the team.
- Adhere to company policies and procedures.
- Contribute to team goals and continuous improvement of customer service processes.
- Maintain a high level of customer satisfaction.
Qualifications:
- High school diploma or equivalent; some college education or relevant certification is a plus.
- 1-2 years of experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Ability to remain calm and professional under pressure.
- Proficiency in using customer support software and CRM systems.
- Ability to work independently and as part of a team.
- Basic computer proficiency.
- Adept at handling customer complaints and building rapport.
- Demonstrates reliability and punctuality.
We are looking for individuals who are passionate about customer service and eager to contribute to our client's success.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Lead
01000 Witeithie
KES250000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and inspire their remote customer service team. This is a fully remote position, offering the opportunity to build and lead a high-performing support function. As a Customer Support Lead, you will be responsible for overseeing daily operations of the customer support department, ensuring exceptional service delivery and customer satisfaction. Your duties will include training and coaching support agents, handling escalated customer issues, developing support policies and procedures, and monitoring team performance against key metrics such as response time, resolution rate, and customer satisfaction scores. You will also be instrumental in identifying trends in customer inquiries and providing feedback to product and engineering teams to drive continuous improvement. The ideal candidate will have a strong background in customer service management, excellent leadership and communication skills, and a passion for creating positive customer experiences. Proficiency with customer support software and CRM systems is essential, along with the ability to motivate and manage a remote team effectively. You should be adept at problem-solving and dedicated to fostering a customer-centric culture.
Responsibilities:
Responsibilities:
- Lead, mentor, and coach a team of remote customer support agents.
- Oversee daily customer support operations, ensuring timely and effective issue resolution.
- Handle escalated customer inquiries and complaints, providing expert solutions.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor and analyze key performance indicators (KPIs) to ensure service quality and team efficiency.
- Train new support agents on products, services, and customer service protocols.
- Identify recurring customer issues and provide feedback to relevant departments for improvement.
- Manage customer support channels, including email, chat, and phone support.
- Contribute to the development of self-service resources, such as FAQs and knowledge bases.
- Foster a positive and productive work environment for the remote support team.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing and motivating remote customer support teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, HubSpot, Salesforce).
- Strong understanding of customer service best practices and customer experience principles.
- Ability to handle difficult customer situations with professionalism and empathy.
- Demonstrated ability to analyze performance data and implement improvements.
- Adaptability and willingness to work in a fast-paced, remote environment.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Lead
60100 Meru , Eastern
KES220000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to manage their remote customer service operations. This vital role involves leading a team of customer support representatives, ensuring the delivery of exceptional customer service, and continuously improving support processes. You will be responsible for guiding your team to resolve customer inquiries efficiently and effectively, manage customer escalations, and uphold the highest standards of customer satisfaction. The ideal candidate will possess strong leadership qualities, excellent communication and problem-solving skills, and a deep understanding of customer service best practices. As this is a fully remote position, you will utilize advanced communication and support software to manage your team and interact with customers. Key responsibilities include training and mentoring customer support staff, monitoring team performance, implementing quality assurance measures, and developing support documentation and FAQs. You will also collaborate with other departments, such as product and sales, to relay customer feedback and identify opportunities for service improvement. A critical aspect of the role is analyzing customer support data to identify trends, areas for improvement, and implementing strategies to enhance the overall customer experience. Proficiency in CRM systems, help desk software, and various communication channels is essential. This is an excellent opportunity for a motivated individual to lead a customer support team and make a significant impact on customer loyalty and retention while enjoying the flexibility of a remote work arrangement. Join us to drive excellence in customer support.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist
00100 Abothuguchi West
KES65000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional service to their diverse customer base. This is a fully remote position, allowing you to contribute your skills from the comfort of your home office. As a Customer Support Specialist, you will be the first point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. You will handle a variety of customer interactions via phone, email, and chat, demonstrating patience, product knowledge, and a commitment to finding solutions. The ideal candidate possesses outstanding communication skills, a natural ability to troubleshoot, and a passion for helping others. This role is crucial in building and maintaining customer loyalty.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Respond promptly and professionally to customer inquiries across multiple channels (phone, email, chat).
- Diagnose and resolve customer issues efficiently and effectively.
- Provide accurate information about products, services, and policies.
- Guide customers through troubleshooting steps and provide clear instructions.
- Document all customer interactions and resolutions accurately in the support system.
- Identify and escalate priority issues to appropriate teams when necessary.
- Gather customer feedback and share insights with relevant departments to improve products and services.
- Maintain a high level of customer satisfaction by exceeding expectations.
- Contribute to the knowledge base by creating and updating support articles.
Required Qualifications:
- Previous experience in customer service or a similar role is highly desirable.
- Exceptional verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customer concerns.
- Proficiency in using customer support software and tools.
- Ability to multitask and manage time effectively in a remote work environment.
- A proactive attitude and a willingness to learn about new products and services.
- High school diploma or equivalent; further education or certifications are a plus.
- Reliable internet connection and a dedicated workspace for remote work.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Specialist
80100 Mombasa, Coast
KES75000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and customer-focused Customer Support Specialist to join their vibrant team. This role requires a blend of in-office collaboration and remote flexibility, offering a hybrid work arrangement. You will be the primary point of contact for customers, providing exceptional support and resolving inquiries via phone, email, and chat. Your goal will be to ensure customer satisfaction, build strong relationships, and contribute to a positive brand image.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally across multiple channels.
- Provide accurate information about products and services, guiding customers through solutions.
- Troubleshoot technical problems and guide customers through resolution steps.
- Escalate complex issues to appropriate departments or senior staff when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share insights with the team to improve products and services.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Meet and exceed individual and team performance targets for response times, resolution rates, and customer satisfaction.
- Adhere to company policies and procedures in all customer interactions.
- Participate in team meetings and training sessions to continuously improve skills and knowledge.
Qualifications:
- Proven customer support experience or experience as a client service representative.
- Excellent communication and active listening skills.
- Strong problem-solving abilities and a customer-centric attitude.
- Proficiency in using CRM systems and helpdesk software.
- Ability to multitask, prioritize, and manage time effectively.
- Familiarity with MS Office Suite and common internet applications.
- High school diploma or equivalent; a college degree is a plus.
- Patience and empathy when dealing with customer issues.
- Ability to work effectively in both team and independent settings.
- Comfortable working in a hybrid environment, balancing remote and in-office duties.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Lead
40200 Homa Bay
KES60000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for a proactive and experienced Customer Support Lead to manage and guide their customer service team. In this role, you will be responsible for ensuring the delivery of exceptional customer support, resolving complex customer issues, and optimizing support processes. You will lead a team of customer service representatives, providing training, coaching, and performance management to foster a high-performing and customer-centric environment. Key responsibilities include monitoring customer interactions, analyzing support metrics, and identifying trends to improve service quality. You will develop and implement strategies to enhance customer satisfaction and loyalty. This position involves both remote and in-office responsibilities, requiring effective time management and communication skills to bridge the gap between the two work modes. You will collaborate with other departments, such as sales and product development, to address customer feedback and ensure a cohesive customer experience. The ideal candidate will possess strong leadership qualities, excellent problem-solving abilities, and a deep understanding of customer service best practices. You must be adept at motivating teams, managing workload, and ensuring consistent service delivery. This role offers a dynamic blend of team leadership and direct customer interaction, aiming to elevate the overall customer support experience.
Responsibilities:
Responsibilities:
- Lead and manage a team of customer support representatives.
- Provide training, coaching, and performance feedback to team members.
- Oversee daily customer support operations, ensuring efficient issue resolution.
- Monitor customer inquiries across various channels (phone, email, chat).
- Analyze customer support data to identify areas for improvement.
- Develop and implement strategies to enhance customer satisfaction.
- Handle escalated customer issues and provide effective solutions.
- Collaborate with other departments to resolve customer concerns.
- Maintain accurate records of customer interactions and support activities.
- Contribute to the development of customer support policies and procedures.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 3 years of experience in customer service or a related field.
- Proven experience in a supervisory or team lead role.
- Strong knowledge of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to motivate and guide a team effectively.
- Experience with CRM software and customer support platforms.
- Adaptability to hybrid work environments.
- Strong organizational and time management skills.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead
20200 Kapsuser
KES85000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to manage and elevate our customer service operations. This role is a crucial link between our company and our valued customers, ensuring they receive exceptional support. As the Customer Support Lead, you will be responsible for leading a team of customer service representatives, providing guidance, training, and performance management to ensure high-quality service delivery. Your primary focus will be on resolving complex customer issues, developing and implementing customer service policies and procedures, and identifying opportunities for service improvement. You will also be involved in analyzing customer feedback to identify trends and areas where our products or services can be enhanced. This position requires strong problem-solving skills, excellent communication abilities, and a passion for customer satisfaction. The ideal candidate will have a proven track record in customer service management, with experience in both inbound and outbound communication channels. You will work closely with other departments to ensure a cohesive customer experience. While this role offers a hybrid work arrangement, requiring some presence in the Kericho, Kericho, KE office, it also provides flexibility. You will be instrumental in fostering a customer-centric culture within the organization.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives.
- Manage daily customer service operations and ensure efficient resolution of inquiries.
- Develop and implement customer service policies and procedures.
- Handle escalated customer complaints and complex issues with professionalism and empathy.
- Monitor customer service performance metrics and identify areas for improvement.
- Analyze customer feedback and provide insights to relevant departments.
- Collaborate with sales, marketing, and product teams to enhance the overall customer experience.
- Maintain up-to-date knowledge of products and services.
- Ensure timely and accurate communication with customers across various channels (phone, email, chat).
- Contribute to the development of customer support resources and knowledge bases.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a lead or supervisory capacity.
- Proven ability to manage and motivate a team.
- Excellent problem-solving and decision-making skills.
- Strong verbal and written communication skills.
- Proficiency in customer service software and CRM systems.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work effectively in a hybrid environment.
This advertiser has chosen not to accept applicants from your region.
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