10 Public Service Roles jobs in Kisumu
Remote Customer Support Specialist
30400 Kisumu
KES45000 month
WhatJobs
Posted today
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Job Description
Our client is seeking dedicated and customer-focused individuals to join their team as Remote Customer Support Specialists. This role is essential for providing exceptional assistance and support to our diverse customer base, entirely from a remote work environment. You will be responsible for addressing customer inquiries, resolving issues, and providing information about our products and services through various communication channels, including email, chat, and phone. Key responsibilities include actively listening to customer concerns, identifying the root cause of problems, and offering effective solutions in a timely and professional manner. You will maintain accurate records of customer interactions and transactions in our CRM system. The ideal candidate will possess excellent communication and interpersonal skills, a patient and empathetic demeanor, and a strong ability to problem-solve. Proficiency in using customer support software and a familiarity with our industry are beneficial. You must be self-motivated, organized, and capable of managing your workload efficiently in a remote setting. A commitment to delivering outstanding customer service and contributing to a positive customer experience is paramount. Training will be provided to ensure you are well-equipped to handle customer queries and uphold our client's service standards. This is a fantastic opportunity to build a career in customer service, working from home and making a direct impact on customer satisfaction and retention. Our client is committed to providing a supportive remote work culture, fostering professional growth, and ensuring you have the resources needed to succeed in delivering top-tier customer support.
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0
Remote Customer Support Specialist
40100 Kisumu
KES70000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking empathetic and skilled Remote Customer Support Specialists to join their expanding support team. This is a fully remote position, providing a great opportunity to assist customers from anywhere. The ideal candidate will be passionate about delivering exceptional customer service, possess excellent communication skills, and be proficient in troubleshooting and resolving customer issues efficiently. You will be the first point of contact for customers, addressing inquiries via phone, email, and chat. Responsibilities include providing timely and accurate information, resolving product or service problems, guiding customers through features, and escalating complex issues when necessary. A key aspect of this role is maintaining a high level of customer satisfaction by offering personalized and effective support. The Remote Customer Support Specialist will document customer interactions, update customer records, and contribute to the continuous improvement of customer service processes. Strong problem-solving skills, patience, and a positive attitude are essential for success in this remote role. You will be part of a supportive team dedicated to ensuring our clients' customers have the best possible experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
- Provide accurate product and service information to customers.
- Troubleshoot and diagnose customer problems, offering effective solutions.
- Guide customers through product features, usage, and troubleshooting steps.
- Escalate complex customer issues to appropriate departments or senior staff when necessary.
- Document all customer interactions, feedback, and issues accurately in the CRM system.
- Maintain customer records and update information as needed.
- Strive to achieve and exceed customer satisfaction targets.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Assist in training new team members on customer support processes and best practices.
- Adhere to company policies and procedures, including data privacy and security protocols.
- Contribute to building a positive and supportive remote team environment.
- High school diploma or equivalent; Bachelor's degree is a plus.
- Proven experience in customer service or a related field, preferably in a remote setting.
- Excellent verbal and written communication skills.
- Strong listening skills and patience.
- Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a remote work environment.
- Strong problem-solving abilities and a customer-centric approach.
- Familiarity with (specific product/service category, e.g., software, e-commerce) is an advantage.
- Ability to work independently with minimal supervision.
- A positive and professional demeanor at all times.
- Reliable internet connection and a suitable home office setup for remote work.
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1
Remote Customer Support Specialist
70100 Kisumu
KES45000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Remote Customer Support Specialist to join their dynamic virtual team. This role is critical in ensuring our customers receive timely, accurate, and empathetic assistance across various communication channels, including email, chat, and phone. As a remote-first employee, you will be empowered to manage your workload and collaborate effectively from the comfort of your home office. You will be responsible for troubleshooting customer issues, guiding them through product features, resolving complaints, and providing general information. Success in this position requires excellent communication skills, a patient demeanor, and a strong ability to multitask and problem-solve under pressure. You will need to maintain a high level of customer satisfaction, document all interactions accurately in our CRM system, and contribute to the continuous improvement of our support processes. This is an opportunity to be part of a forward-thinking company that values its employees and offers a flexible work environment. The ideal candidate will have a proven track record in customer service, proficiency with standard office software, and a stable internet connection. You will actively participate in virtual team meetings, training sessions, and contribute to building a positive and productive remote work culture. Our client is committed to providing exceptional service, and your role will be pivotal in upholding that standard. Attention to detail, a proactive approach to problem-solving, and a genuine desire to help customers are paramount for this role. Your ability to adapt to new technologies and learning platforms will be essential. We are looking for individuals who are self-motivated, organized, and can work independently while remaining a strong team player. The ability to manage a high volume of inquiries efficiently and effectively is expected. This position offers a competitive salary and benefits package. Join us and make a significant impact on our customer experience from anywhere in the country. The position is based in the remote customer service sector, serving a diverse clientele.
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2
Senior Customer Support Team Lead
40100 Kisumu
KES400000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a motivated and experienced Senior Customer Support Team Lead to manage and mentor their remote customer service team. This is a fully remote position, allowing you to lead from anywhere while ensuring exceptional customer experiences. You will be responsible for guiding a team of customer support representatives, improving service quality, and implementing effective support strategies to enhance customer satisfaction and loyalty. This role requires strong leadership, excellent communication skills, and a deep understanding of customer service best practices.
Key Responsibilities:
Key Responsibilities:
- Lead, train, and mentor a team of remote customer support representatives, fostering a positive and high-performing work environment.
- Set clear performance goals and provide regular feedback, coaching, and performance reviews to team members.
- Monitor customer interactions across various channels (phone, email, chat, social media) to ensure adherence to quality standards and identify areas for improvement.
- Develop and implement effective customer support processes, policies, and procedures.
- Analyze customer feedback and support metrics (e.g., response time, resolution rate, customer satisfaction scores) to identify trends and drive improvements.
- Handle escalated customer issues and complaints with professionalism and efficiency, working towards satisfactory resolutions.
- Collaborate with other departments (e.g., Sales, Product, Engineering) to address customer concerns and improve overall service delivery.
- Create and maintain comprehensive knowledge base articles and FAQs to empower both customers and support agents.
- Contribute to the recruitment and onboarding of new customer support team members.
- Identify training needs within the team and develop or facilitate relevant training programs.
- Ensure the team meets or exceeds key performance indicators (KPIs) related to customer satisfaction and operational efficiency.
- Stay updated on industry best practices and emerging trends in customer service and support technology.
- Manage team schedules and workload to ensure adequate coverage and responsiveness.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4-6 years of experience in customer service or support roles, with at least 1-2 years in a leadership or supervisory capacity.
- Proven experience managing and motivating remote teams.
- Excellent leadership, coaching, and interpersonal skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Exceptional problem-solving, conflict resolution, and communication skills.
- Ability to analyze data and derive actionable insights for service improvement.
- Skilled in using communication and collaboration tools for remote teams (e.g., Slack, Zoom).
- Highly organized, detail-oriented, and able to manage multiple priorities effectively.
- A passion for delivering outstanding customer experiences.
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3
Remote Senior Customer Support Specialist
40100 Kisumu
KES75000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Specialist to join their dynamic, remote-first team. In this vital role, you will be the primary point of contact for our customers, providing exceptional service and resolving inquiries with speed and accuracy. You will handle a wide range of customer interactions, including phone calls, emails, and live chat, ensuring a positive and supportive experience at every touchpoint. Your responsibilities will include troubleshooting technical issues, guiding customers through product features, processing orders and returns, and escalating complex problems to the appropriate departments. You will also be instrumental in identifying trends in customer feedback and contributing to the development of new support strategies and resources. We are looking for an individual who is passionate about customer advocacy, possesses outstanding communication and problem-solving skills, and thrives in a fast-paced, collaborative remote environment. You will leverage advanced customer relationship management (CRM) tools to track interactions and maintain detailed records. A key aspect of this role involves proactive customer engagement, offering solutions before issues arise. You will also contribute to building our knowledge base by documenting solutions and best practices. The ideal candidate will demonstrate empathy, patience, and a commitment to exceeding customer expectations. This position requires a high degree of self-motivation and the ability to manage your time effectively while working independently. Join us and be a part of a team that values exceptional service and continuous improvement, all from the comfort of your home office. The location for this role is **Kisumu, Kisumu, KE**, but the work is performed entirely remotely.
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4
Senior Customer Support Specialist (Technical)
30300 Kisumu
KES75000 Annually
WhatJobs
Posted today
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Job Description
We are seeking a highly motivated and technically proficient Senior Customer Support Specialist to join our fully remote customer service team. In this vital role, you will be the primary point of contact for customers experiencing technical issues with our products or services. You will be responsible for diagnosing complex problems, providing clear and concise solutions, and ensuring a high level of customer satisfaction. Your expertise will be crucial in troubleshooting hardware and software issues, guiding users through setup and configuration processes, and escalating unresolved problems to appropriate departments. You will maintain detailed records of customer interactions and technical issues, contributing to our knowledge base and identifying recurring problems for product improvement. This position demands exceptional communication skills, patience, and a genuine desire to help customers resolve their challenges. You will work closely with our product development and quality assurance teams to provide feedback on user experience and technical difficulties. As a remote team member, you must be self-disciplined, organized, and capable of managing your workload effectively without direct supervision. Strong analytical and problem-solving skills are essential to quickly and accurately identify the root cause of customer issues. You will be expected to stay up-to-date with product updates and technical documentation to provide the most accurate support. Responsibilities include:
- Providing advanced technical support to customers via phone, email, and chat.
- Diagnosing and resolving complex hardware and software issues.
- Guiding customers through product installation, configuration, and usage.
- Escalating unresolved issues to higher-level support or engineering teams.
- Documenting customer interactions, troubleshooting steps, and resolutions in a CRM system.
- Contributing to the development and maintenance of our knowledge base and FAQs.
- Identifying trends in customer issues and providing feedback for product improvement.
- Maintaining a high level of customer satisfaction through effective communication and problem-solving.
- Adhering to service level agreements (SLAs) for response and resolution times.
- Associate's or Bachelor's degree in a technical field or equivalent experience.
- Proven experience in a technical customer support role.
- Strong understanding of computer hardware, software, and networking.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, active listening, and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Self-motivated and able to work independently in a remote environment.
- Willingness to learn and adapt to new technologies and product updates.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Specialist - Technical Assistance
20301 Kisumu
KES50000 month
WhatJobs
Posted today
Job Viewed
Job Description
WhatJobs is recruiting a dedicated and empathetic Remote Customer Support Specialist to provide exceptional technical assistance to our users. This role is vital in ensuring customer satisfaction by resolving inquiries and issues efficiently and professionally. As a remote team member, you will be the first point of contact for customers seeking help through various channels, including email, chat, and phone. Your primary responsibility will be to understand customer problems, troubleshoot technical issues, and provide clear, accurate solutions. You will need to maintain a high level of product knowledge and stay updated on any changes or new features. Excellent communication skills, patience, and a problem-solving attitude are crucial for success in this position. You will be expected to document customer interactions, escalate complex issues when necessary, and contribute to our knowledge base. We are looking for individuals who are self-motivated, organized, and thrive in a remote work environment. The ideal candidate is a good listener, empathetic, and passionate about helping others. You will work within a supportive team, collaborating to improve customer service processes and outcomes. This role offers a great opportunity to develop your skills in customer service and technical support within a growing company, all while enjoying the flexibility of a remote job.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries and resolve technical issues via email, chat, and phone.
- Provide accurate and timely information to customers regarding products and services.
- Troubleshoot technical problems and guide customers through solutions.
- Document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to appropriate departments or senior support staff.
- Contribute to the development and maintenance of the customer support knowledge base.
- Identify recurring customer issues and provide feedback to product/development teams.
- Maintain a high level of customer satisfaction and build strong customer relationships.
- Adhere to established support procedures and service level agreements (SLAs).
- Participate in team meetings and training sessions to enhance skills.
- Ensure a positive and professional customer experience at all times.
- Stay updated with product updates and technical specifications.
Qualifications:
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Proven experience (1-2 years) in customer service or technical support.
- Excellent communication skills, both written and verbal.
- Strong listening and empathy skills.
- Proficiency in using CRM software and helpdesk systems.
- Ability to troubleshoot technical issues effectively.
- Patience and a positive attitude when interacting with customers.
- Strong organizational and time-management skills for remote work.
- Ability to work independently and as part of a remote team.
- Must have a reliable internet connection and a quiet workspace.
- Familiarity with (mention specific relevant software/products, e.g., ticketing systems, SaaS platforms) is advantageous.
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6
Remote Customer Support Specialist - Tier 2
40100 Kisumu
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking a knowledgeable and customer-focused Tier 2 Customer Support Specialist to join their dedicated support team in a fully remote capacity. In this role, you will be responsible for resolving complex technical issues and providing in-depth assistance to customers who have already received initial support. Your expertise will be crucial in ensuring customer satisfaction and retention by delivering efficient and effective solutions.
Key Responsibilities:
Key Responsibilities:
- Investigate, diagnose, and resolve advanced technical issues reported by customers via phone, email, and chat.
- Provide detailed troubleshooting steps and solutions for complex software and hardware problems.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product) with comprehensive documentation.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain a deep understanding of the company's products and services.
- Create and update knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
- Identify recurring customer issues and provide feedback to product and development teams for improvement.
- Assist Tier 1 support specialists with complex cases and provide training or guidance.
- Proactively communicate with customers regarding the status of their ongoing support requests.
- Ensure adherence to service level agreements (SLAs) for response and resolution times.
- Contribute to team goals by meeting or exceeding performance metrics related to customer satisfaction and issue resolution.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in technical customer support, helpdesk, or a similar role, with at least 1 year in a Tier 2 capacity.
- Strong technical aptitude with the ability to troubleshoot software, hardware, and network issues.
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional communication and interpersonal skills, with a patient and empathetic approach to customer service.
- Proficiency in using CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
- Familiarity with remote support tools and technologies.
- Ability to manage multiple priorities and work efficiently in a fast-paced, fully remote environment.
- Strong written communication skills for documentation and knowledge base creation.
- A proactive attitude and a commitment to providing outstanding customer experiences.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Support Specialist - Technical Assistance
20100 Kisumu
KES55000 month
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a motivated and customer-focused Remote Customer Support Specialist to provide exceptional technical assistance and customer service. This fully remote role is vital for ensuring our customers receive timely and effective support for our products and services. You will be the first point of contact for customers experiencing technical difficulties or having inquiries, utilizing various communication channels including phone, email, and live chat. Your primary goal will be to resolve customer issues efficiently, enhance customer satisfaction, and contribute to a positive brand experience.
Key responsibilities include actively listening to customer concerns, diagnosing technical problems accurately, and providing clear, concise solutions. You will troubleshoot software and hardware issues, guide users through product functionalities, and escalate complex problems to appropriate technical teams when necessary. Maintaining detailed records of customer interactions, issues, and resolutions in the CRM system will be crucial. You will also contribute to the development of support documentation, FAQs, and knowledge base articles to empower customers and internal teams. The ideal candidate will possess excellent communication and problem-solving skills, a patient demeanor, and a strong technical aptitude with a desire to learn and grow within the tech support field.
Responsibilities:
Key responsibilities include actively listening to customer concerns, diagnosing technical problems accurately, and providing clear, concise solutions. You will troubleshoot software and hardware issues, guide users through product functionalities, and escalate complex problems to appropriate technical teams when necessary. Maintaining detailed records of customer interactions, issues, and resolutions in the CRM system will be crucial. You will also contribute to the development of support documentation, FAQs, and knowledge base articles to empower customers and internal teams. The ideal candidate will possess excellent communication and problem-solving skills, a patient demeanor, and a strong technical aptitude with a desire to learn and grow within the tech support field.
Responsibilities:
- Provide remote technical support and customer service via phone, email, and chat.
- Diagnose and resolve customer technical issues effectively.
- Guide customers through product setup, troubleshooting, and usage.
- Escalate complex issues to senior support or engineering teams.
- Maintain accurate and detailed customer records in the CRM system.
- Contribute to the creation of support documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure high levels of customer satisfaction and retention.
- Adhere to company policies and support protocols.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Proven experience in customer service or technical support role.
- Strong understanding of computer hardware, software, and operating systems.
- Excellent communication, active listening, and interpersonal skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to troubleshoot technical problems efficiently and patiently.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote environment.
- Passion for customer service and technology.
This advertiser has chosen not to accept applicants from your region.
8
Customer Service Representative
40102 Kisumu
KES40000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking dedicated and empathetic Customer Service Representatives to join their team. This hybrid role offers the flexibility of working both from home and in the office, providing a balanced work environment. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience across various communication channels.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments.
- Provide accurate information about products and services.
- Process orders, returns, and exchanges according to company policies.
- Educate customers on product features and benefits.
- Maintain customer records by updating
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