78 Public Service Roles jobs in Kisumu
Customer Support Specialist
40144 Kisumu
KES70000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a compassionate and efficient Customer Support Specialist for a fully remote position. This role is crucial for providing exceptional assistance to our customers, resolving inquiries, and ensuring a positive experience with our products and services. You will handle customer interactions via phone, email, and chat, addressing a wide range of questions and issues. The ideal candidate possesses outstanding communication and active listening skills, coupled with a patient and empathetic demeanor. You should be proficient in troubleshooting common technical problems and be able to guide customers through solutions clearly and concisely. Experience with customer relationship management (CRM) software is a plus. This position requires the ability to manage multiple tasks simultaneously and maintain composure under pressure. You will be responsible for documenting customer interactions and feedback, contributing to service improvements. Training will be provided on our products and support systems, but a strong willingness to learn and adapt is essential. This remote role offers the flexibility to work from home while making a significant impact on customer satisfaction for our client base, which may include customers in **Kisumu, Kisumu, KE**. Join our dedicated support team and be the voice of our company.
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0
Customer Support Lead
40100 Kisumu
KES180000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and experienced Customer Support Lead to manage and optimize their customer service operations. This is a fully remote position, offering the opportunity to lead a dedicated team of support professionals from anywhere. You will be instrumental in ensuring exceptional customer satisfaction, resolving complex issues, and driving continuous improvement in support processes. The ideal candidate possesses strong leadership skills, a deep understanding of customer service principles, and a passion for delivering outstanding support experiences.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a remote team of customer support representatives.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Develop and implement customer service policies, procedures, and best practices.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Identify trends in customer issues and provide feedback to product and engineering teams for service improvement.
- Handle escalated customer complaints and complex issues, ensuring satisfactory resolution.
- Manage support channels, including email, chat, phone, and social media.
- Contribute to the development and maintenance of knowledge base articles and support documentation.
- Analyze customer feedback and implement strategies to enhance the overall customer experience.
- Collaborate with other departments to ensure a cohesive customer journey.
- Ensure team adherence to company policies and quality standards.
- Participate in hiring and onboarding of new support team members.
- Bachelor's degree in Business Administration, Communications, or a related field; relevant experience may substitute for a degree.
- Minimum of 4-6 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven leadership and team management skills, with experience managing remote teams.
- Excellent problem-solving, analytical, and decision-making abilities.
- Strong communication, interpersonal, and conflict-resolution skills.
- Proficiency with customer support software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Experience in developing and implementing customer support strategies.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A customer-centric mindset with a passion for exceeding expectations.
- Experience in (mention specific industry if applicable, e.g., SaaS, E-commerce) is a plus.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Lead
40100 Kisumu
KES80000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a proactive and empathetic Customer Support Lead to manage and elevate their customer service operations. This is a fully remote position, allowing you to contribute your leadership skills from anywhere. You will be responsible for leading a team of customer support representatives, ensuring the delivery of exceptional service, and resolving complex customer issues. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will be instrumental in developing training materials, implementing quality assurance measures, and identifying areas for service improvement. This role requires a keen ability to analyze customer feedback, manage team performance, and foster a positive and customer-centric team culture. You will work closely with other departments to ensure customer needs are met effectively and contribute to overall customer satisfaction and retention. This is a fantastic opportunity for an experienced customer service professional to lead a remote team and make a significant impact on customer experience.
Key responsibilities include:
Candidates should have a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role. Proven experience managing remote teams is highly desirable. Excellent problem-solving, communication, and interpersonal skills are essential. Familiarity with customer support software and CRM systems is required. The ability to remain calm under pressure, empathize with customers, and lead by example in a remote environment is crucial. Join our client's dedicated remote team, championing outstanding customer service from Kisumu, Kisumu, KE .
Key responsibilities include:
- Leading, coaching, and motivating a team of customer support representatives.
- Ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Developing and implementing customer service policies and procedures.
- Monitoring team performance, setting KPIs, and conducting regular performance reviews.
- Training new and existing team members on products, services, and support protocols.
- Handling escalated customer complaints and complex issues.
- Analyzing customer feedback and identifying trends to improve service quality.
- Developing and maintaining knowledge base articles and FAQs.
- Collaborating with other departments to address customer needs and improve processes.
- Ensuring adherence to service level agreements (SLAs).
- Driving initiatives to enhance customer satisfaction and loyalty.
Candidates should have a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role. Proven experience managing remote teams is highly desirable. Excellent problem-solving, communication, and interpersonal skills are essential. Familiarity with customer support software and CRM systems is required. The ability to remain calm under pressure, empathize with customers, and lead by example in a remote environment is crucial. Join our client's dedicated remote team, championing outstanding customer service from Kisumu, Kisumu, KE .
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2
Senior Customer Support Specialist
40100 Kisumu
KES65000 Annually
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Posted today
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, remote-first team. In this critical role, you will be the primary point of contact for our valued customers, providing exceptional technical and general assistance. You will be responsible for addressing customer inquiries via multiple channels including email, live chat, and phone, ensuring swift and accurate resolution of issues. This position demands a proactive approach to problem-solving, a deep understanding of customer service best practices, and the ability to manage complex support tickets.
Responsibilities:
Responsibilities:
- Respond to customer queries and resolve their issues in a timely and efficient manner.
- Provide detailed information about products and services.
- Troubleshoot and diagnose technical problems, guiding customers through step-by-step solutions.
- Escalate unresolved issues to appropriate internal teams, ensuring clear documentation and follow-up.
- Maintain accurate records of customer interactions and transactions.
- Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Train and mentor junior support staff.
- Ensure customer satisfaction and build strong, lasting relationships.
- Participate in team meetings and contribute to a positive and collaborative remote work environment.
- Proven experience as a Customer Support Specialist or in a similar client-facing role, preferably in a remote setting.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a remote work environment.
- A patient and empathetic demeanor when dealing with customers.
- High school diploma or equivalent; Bachelor's degree in a related field is a plus.
- Experience in the technology sector is advantageous.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Specialist
40100 Kisumu
KES80000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This pivotal role is responsible for providing exceptional support to customers across various channels, ensuring timely and effective resolution of inquiries and issues. You will be instrumental in developing and implementing best practices for customer service, mentoring junior team members, and contributing to the continuous improvement of support processes. The ideal candidate will possess a deep understanding of customer service principles, excellent communication skills, and the ability to thrive in a fast-paced, remote environment. You will handle complex customer escalations, analyze support trends, and collaborate with internal departments to address root causes of customer problems. A key aspect of this role involves proactive engagement with customers to ensure their satisfaction and build long-term relationships. Responsibilities include: managing incoming support tickets via email, chat, and phone; diagnosing and resolving technical and non-technical issues; documenting all customer interactions and resolutions accurately; escalating unresolved issues to appropriate teams; providing feedback on product or service improvements based on customer interactions; contributing to the knowledge base with up-to-date solutions and FAQs; assisting in the training and onboarding of new support agents; maintaining a high level of customer satisfaction through professional and empathetic interactions; and actively participating in team meetings and performance reviews. This is a fully remote position, offering the flexibility to work from anywhere. While the official location is **Kisumu, Kisumu, KE**, successful candidates will operate independently from their chosen remote workspace. We are looking for individuals who are self-disciplined, organized, and possess a strong work ethic, capable of managing their time effectively and maintaining productivity without direct supervision. A passion for helping others and a commitment to delivering outstanding service are essential qualities for this role. Join us and be a part of a forward-thinking company that values its remote workforce and invests in their professional growth.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist
40100 Kisumu
KES55000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client in Kisumu, Kisumu, KE is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in ensuring exceptional customer satisfaction by providing timely and effective solutions to customer inquiries and issues. You will be responsible for handling complex customer escalations, training junior support staff, and contributing to the development of support strategies and documentation. The ideal candidate will possess a deep understanding of customer service principles, excellent communication skills, and a proactive approach to problem-solving. This hybrid role requires a balance of in-office collaboration and remote flexibility, allowing you to contribute effectively to our team's success while maintaining a healthy work-life balance. You will be expected to manage a caseload of customer issues, identify trends, and provide feedback to other departments for continuous improvement. A key aspect of this role involves mentoring and guiding less experienced team members, fostering a supportive and efficient work environment. This position offers a competitive salary and benefits package, along with opportunities for professional growth within a reputable organization. If you are passionate about delivering outstanding customer experiences and thrive in a challenging yet rewarding environment, we encourage you to apply.
Responsibilities:
Qualifications:
Responsibilities:
- Provide expert-level support to customers via phone, email, and chat.
- Handle and resolve complex customer complaints and escalations.
- Train and mentor new and existing customer support representatives.
- Develop and maintain customer support documentation and knowledge base articles.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with other departments (e.g., Product, Sales) to resolve customer issues and enhance product offerings.
- Contribute to the development and implementation of customer support policies and procedures.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in team meetings and contribute to a positive team culture.
- Stay up-to-date with product knowledge and industry best practices.
Qualifications:
- Proven experience in a customer service or helpdesk role, with at least 3 years in a senior capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to effectively train and mentor junior staff.
- Demonstrated ability to handle high-pressure situations and de-escalate customer issues.
- Bachelor's degree in a relevant field or equivalent work experience.
- Familiarity with hybrid work models and proficient in remote collaboration tools.
- A genuine passion for customer advocacy and delivering exceptional service.
- Detail-oriented with strong organizational skills.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
40100 Kisumu
KES100000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a dedicated and experienced Senior Customer Support Specialist to join their expanding remote team. This fully remote position offers the flexibility to assist customers and resolve their issues efficiently from any location. You will be the primary point of contact for customer inquiries, providing exceptional support via phone, email, and chat. Your responsibilities will include troubleshooting technical problems, guiding users through product features, managing customer accounts, and escalating complex issues to the appropriate departments. The ideal candidate will have a proven track record in customer service, with strong problem-solving abilities and a deep understanding of customer support best practices. Excellent communication and active listening skills are crucial for effectively understanding customer needs and providing clear, concise solutions. Proficiency in CRM software and helpdesk ticketing systems is essential. You should be patient, empathetic, and possess a strong desire to help customers succeed. This role requires a self-motivated individual who can work independently, manage their time effectively, and maintain a high level of productivity in a remote setting. The opportunity to contribute to a growing company's customer satisfaction efforts from **Kisumu, Kisumu, KE**, remotely, is significant. We are seeking a customer-centric professional who can handle challenging situations with grace and professionalism, acting as a brand ambassador. Candidates must demonstrate a commitment to resolving customer issues promptly and efficiently, ensuring a positive support experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve issues across multiple communication channels.
- Provide technical support and troubleshooting for product-related problems.
- Guide customers through product features, setup, and usage.
- Manage customer accounts and ensure data accuracy.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues to engineering or development teams.
- Identify trends in customer issues and provide feedback for product improvement.
- Contribute to the creation and maintenance of support documentation and FAQs.
- Mentor and assist junior support staff when needed.
- High school diploma or equivalent; Bachelor's degree preferred.
- Minimum of 4 years of experience in a customer support or helpdesk role.
- Proven ability to troubleshoot and resolve technical issues.
- Excellent verbal and written communication skills.
- Proficiency in CRM software and helpdesk systems.
- Strong problem-solving and analytical skills.
- Customer-focused mindset with a passion for providing excellent service.
- Ability to work independently and manage workload effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Customer Support Specialist
40100 Kisumu
KES75000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a leading global technology provider, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, remote-first team. This is a critical role responsible for delivering exceptional technical support and resolving complex customer issues across a wide range of products and services. You will be the first point of contact for our esteemed customers, providing timely and accurate assistance via phone, email, and chat. As a Senior Specialist, you will also be tasked with mentoring junior team members, contributing to knowledge base articles, and identifying opportunities for process improvement within the support workflow.
Responsibilities:
Qualifications:
This is a fully remote position based in **Kisumu, Kisumu, KE**, offering flexibility and the opportunity to work with a globally distributed team. If you are passionate about technology and dedicated to providing outstanding customer experiences, we encourage you to apply.
Responsibilities:
- Provide advanced technical support to customers, troubleshooting hardware and software issues.
- Escalate complex problems to appropriate internal teams and ensure timely resolution.
- Document all customer interactions and resolutions accurately in our CRM system.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Train and mentor new and existing customer support representatives.
- Analyze support trends and provide feedback to product development teams.
- Participate in proactive customer outreach initiatives to enhance customer satisfaction.
- Contribute to the continuous improvement of support processes and tools.
- Adhere to all company policies and procedures, including data privacy and security protocols.
- Collaborate effectively with cross-functional teams, including sales, engineering, and product management.
Qualifications:
- Minimum of 3-5 years of experience in a customer support or technical helpdesk role.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong analytical and problem-solving abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Experience with (mention relevant software/systems, e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote environment.
- A proactive and customer-centric attitude.
- Relevant certifications (e.g., ITIL Foundation) are a plus.
- High school diploma or equivalent; associate's or bachelor's degree in a related field preferred.
This is a fully remote position based in **Kisumu, Kisumu, KE**, offering flexibility and the opportunity to work with a globally distributed team. If you are passionate about technology and dedicated to providing outstanding customer experiences, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Specialist
40100 Kisumu
KES65000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, remote-first team. This role is critical in ensuring exceptional customer satisfaction and providing timely, effective solutions to a wide range of inquiries. You will be the primary point of contact for customers, handling complex issues, escalating when necessary, and contributing to the continuous improvement of our support processes. The ideal candidate will possess a deep understanding of customer service best practices, excellent communication skills, and a proactive approach to problem-solving. As a remote employee, you will manage your workday efficiently, maintaining high productivity and engagement from your home office. You will collaborate closely with cross-functional teams to resolve customer issues and provide feedback on product or service improvements. This position offers the opportunity to significantly impact customer loyalty and brand reputation. Responsibilities will include:
- Responding to customer inquiries via email, chat, and phone in a professional and timely manner.
- Troubleshooting and resolving technical and non-technical issues for customers.
- Documenting customer interactions and resolutions accurately in the CRM system.
- Escalating complex issues to the appropriate departments and following up to ensure resolution.
- Developing and maintaining a comprehensive knowledge base of company products and services.
- Identifying trends in customer inquiries and providing feedback to product development and marketing teams.
- Training and mentoring junior support staff.
- Participating in team meetings and contributing to a positive and collaborative remote work environment.
- Adhering to all company policies and procedures.
- Striving to exceed customer expectations in every interaction.
- Proven experience in a customer service or helpdesk role, preferably with a focus on remote support.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent; further education or certifications in customer service are a plus.
- A positive attitude and a passion for helping others.
This advertiser has chosen not to accept applicants from your region.
8
Lead Customer Support Specialist
40100 Kisumu
KES120000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Lead Customer Support Specialist to manage their remote support operations. In this pivotal role, you will be instrumental in shaping the customer experience, ensuring swift and effective resolution of inquiries and issues. You will lead a team of dedicated support professionals, fostering a collaborative and customer-centric environment, all while working from the comfort of your home. This position requires exceptional communication skills, a profound understanding of customer service best practices, and the ability to manage and mentor a remote team effectively. You will be responsible for setting high standards for service delivery, analyzing support metrics, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate is a natural problem-solver, adept at handling complex customer situations with grace and efficiency. As a fully remote position, you will leverage advanced communication and ticketing platforms to maintain seamless operations and contribute to the company's success.
Responsibilities:
Responsibilities:
- Lead and mentor a team of remote customer support agents, providing guidance and training.
- Oversee daily support operations, ensuring timely and satisfactory resolution of customer inquiries via various channels (email, chat, phone).
- Develop and implement customer service policies and procedures to enhance efficiency and quality.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
- Handle escalated customer complaints and complex issues with professionalism and expertise.
- Contribute to the development of support documentation, knowledge bases, and FAQs.
- Ensure adherence to service level agreements (SLAs).
- Foster a positive and supportive team culture among remote staff.
- Champion customer advocacy within the organization.
- Proven experience in a customer service or support role, with at least 3 years in a leadership or supervisory capacity.
- Excellent verbal and written communication skills in English.
- Strong understanding of customer service principles and techniques.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Demonstrated ability to lead and motivate a remote team.
- Exceptional problem-solving and conflict-resolution skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- A passion for delivering outstanding customer experiences.
- Bachelor's degree in a related field or equivalent work experience.
This advertiser has chosen not to accept applicants from your region.
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