Customer Service Representative
20100 Mwembe
KES65000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking dedicated and customer-focused individuals to join their team as Customer Service Representatives. This hybrid role offers the flexibility of working both remotely and from our office, providing a balance between convenience and in-person collaboration. You will be the primary point of contact for customers, responsible for addressing inquiries, resolving issues, and ensuring a positive customer experience. Your role involves understanding customer needs, providing accurate information about products and services, and guiding customers through various processes. Exceptional communication skills and a genuine desire to help others are essential for success in this position. Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information regarding products, services, and company policies.
- Resolve customer complaints and issues efficiently and effectively.
- Guide customers through troubleshooting steps and provide solutions.
- Process customer requests, orders, and account updates.
- Maintain detailed records of customer interactions and transactions.
- Identify opportunities to upsell or cross-sell products and services where appropriate.
- Escalate complex issues to the appropriate departments for resolution.
- Contribute to team goals by meeting performance metrics and service level agreements.
- Gather customer feedback and report trends to management.
- Maintain a positive and empathetic attitude in all customer interactions.
This advertiser has chosen not to accept applicants from your region.
0
Remote Customer Service Representative
20100 Mwembe
KES45000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for enthusiastic and empathetic Remote Customer Service Representatives to join their dedicated support team. This is a fully remote position, allowing you to provide outstanding assistance to customers from the comfort of your home. You will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience with our client's products and services. Responsibilities include responding to customer requests via phone, email, and chat in a timely and professional manner, troubleshooting common issues, and escalating complex problems to the appropriate departments. You will maintain detailed records of customer interactions and transactions, identify and report trends in customer feedback, and contribute to improving customer service processes. The ideal candidate possesses excellent communication skills, a patient and friendly demeanor, and a strong problem-solving ability. Proficiency in using customer relationship management (CRM) software and other virtual communication tools is essential. This role requires a self-starter who can manage their time effectively and maintain high performance standards in a remote work setting. You should be adept at de-escalating tense situations and turning potentially negative customer experiences into positive ones. Training will be provided on our client's products and services, but a foundational understanding of customer service principles is required. This is a fantastic opportunity to grow your career in customer support within a supportive and remote-first environment.
Key Responsibilities:
Key Responsibilities:
- Handle inbound customer inquiries via phone, email, and live chat.
- Provide accurate information about products and services.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Escalate complex issues to senior support staff or relevant departments.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Identify customer needs and help customers use specific features.
- Respond to customer feedback and complaints with empathy and professionalism.
- Contribute to team efforts to improve customer satisfaction and retention.
- Adhere to company policies and procedures.
- Participate in ongoing training to enhance product knowledge and service skills.
- Proven customer support experience or experience as a client service representative.
- Strong phone, email, and chat communication skills.
- Excellent listening and problem-solving abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency with CRM software and virtual communication tools.
- High school diploma or equivalent; further education or certifications are a plus.
- Patience and a customer-centric attitude.
- Ability to work independently and meet performance metrics in a remote setting.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Service Team Lead
20100 Mwembe
KES650000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing e-commerce platform, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support operations. In this critical role, you will be responsible for leading, coaching, and developing a team of customer service representatives to deliver exceptional support and ensure customer satisfaction. The ideal candidate possesses a strong background in customer service management, excellent interpersonal and communication skills, and a passion for creating positive customer experiences. You will establish and monitor key performance indicators (KPIs), implement best practices, and identify opportunities for process improvement within the customer service function. This remote position requires outstanding leadership abilities, the capacity to motivate and inspire a dispersed team, and proficiency in customer relationship management (CRM) software and helpdesk tools. Your responsibilities will include resolving escalated customer issues, analyzing customer feedback to identify trends, and collaborating with other departments to address systemic problems. You will also contribute to the development of training materials and ensure adherence to service level agreements (SLAs). This is a fantastic opportunity to lead a high-performing remote customer service team for a forward-thinking company, making a tangible impact on customer loyalty and brand reputation. A proactive approach to problem-solving and a commitment to continuous improvement in service delivery are essential for success in this dynamic role.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service Representative (Remote)
20100 Mwembe
KES70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and dedicated Senior Customer Service Representative to join their fully remote support team. This role is vital for ensuring exceptional customer satisfaction, resolving complex issues, and acting as a point of escalation for challenging customer inquiries. The ideal candidate possesses outstanding communication skills, a deep understanding of customer service best practices, and a passion for helping others. You will handle inbound customer communications across various channels, provide expert solutions, and contribute to the continuous improvement of customer support processes.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely, professional, and empathetic manner.
- Troubleshoot and resolve complex customer issues, demonstrating patience and problem-solving skills.
- Provide detailed product information and guidance to customers.
- Act as a first point of escalation for customer complaints and challenging situations.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify trends in customer inquiries and feedback, escalating them to relevant departments for resolution and improvement.
- Assist in training and mentoring junior customer service representatives.
- Contribute to the development and refinement of customer service policies and procedures.
- Proactively identify opportunities to enhance the customer experience.
- Maintain a high level of product knowledge and stay updated on company offerings.
- Achieve and exceed individual and team performance metrics.
- High school diploma or equivalent; a Bachelor's degree is a plus.
- Minimum of 4 years of experience in a customer service or customer support role, with demonstrated experience handling complex issues.
- Exceptional verbal and written communication skills.
- Strong active listening and empathy skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Excellent problem-solving abilities and a calm demeanor under pressure.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Demonstrated ability to work independently and as part of a remote team.
- Patience and a customer-centric approach.
- Previous experience in a senior or lead customer service role is highly desirable.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Service Team Lead
20110 Mwembe
KES260000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Remote Customer Service Team Lead to guide and support our customer support team. This is a fully remote position, providing an excellent opportunity to manage a team from anywhere. You will be responsible for overseeing daily customer service operations, ensuring high levels of customer satisfaction, and resolving complex customer issues. The ideal candidate will have a strong background in customer service management, with proven leadership abilities. Your duties will include training and mentoring customer service representatives, monitoring team performance, setting performance goals, and conducting performance reviews. You will also be tasked with developing and implementing customer service policies and procedures to improve efficiency and customer experience. This role requires exceptional communication, problem-solving, and conflict-resolution skills. You will serve as a point of escalation for customer inquiries and complaints, ensuring timely and effective resolution. Experience with CRM software and customer service analytics is essential for tracking key metrics and identifying areas for improvement. This is a chance to lead a dedicated team and contribute significantly to our customer support excellence, all while working remotely.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a remote customer service team.
- Oversee daily customer service operations and ensure efficient workflows.
- Monitor team performance, set goals, and conduct performance reviews.
- Handle escalated customer inquiries and complaints.
- Develop and implement customer service policies and procedures.
- Analyze customer feedback and service data to identify improvement areas.
- Ensure high levels of customer satisfaction and retention.
- Collaborate with other departments to resolve customer issues.
- Bachelor's degree in Business Administration or a related field.
- 4+ years of experience in customer service management or a leadership role.
- Proven experience in leading and motivating remote teams.
- Strong understanding of customer service principles and best practices.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Proficiency in CRM software and customer service analytics tools.
- Ability to work independently and manage time effectively in a remote setting.
This advertiser has chosen not to accept applicants from your region.
4
E-commerce Customer Service Representative
20101 Mwembe
KES50000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a dynamic and growing online retailer, is looking for an enthusiastic and customer-focused E-commerce Customer Service Representative to join their team. This hybrid role offers the flexibility to work both from home and in our office, providing a balanced work environment. You will be the primary point of contact for our valued customers, addressing inquiries, resolving issues, and ensuring a seamless shopping experience across our digital platforms. Your dedication to excellent customer service will be key to building customer loyalty and driving satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
- Process customer orders, returns, and exchanges efficiently and accurately.
- Troubleshoot and resolve customer issues, complaints, and concerns with empathy and efficiency.
- Provide product information and recommendations to customers.
- Assist customers with website navigation and online purchasing processes.
- Maintain customer records and update account information accurately.
- Collaborate with other departments (e.g., logistics, marketing) to resolve complex customer issues.
- Identify trends in customer inquiries and provide feedback for service and product improvement.
- Contribute to the development of FAQs and customer service documentation.
- Process payments and manage customer billing inquiries.
- Ensure a positive and memorable customer experience at every touchpoint.
Qualifications:
- Previous experience in customer service, preferably in an e-commerce or retail environment.
- Excellent communication, listening, and interpersonal skills.
- Proficiency with computers and online platforms, including customer relationship management (CRM) software.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong problem-solving skills and a customer-centric approach.
- Patience, empathy, and a positive attitude.
- Familiarity with online marketplaces and e-commerce best practices is a plus.
- High school diploma or equivalent; some college coursework is beneficial.
- Ability to work independently and as part of a team in a hybrid work model.
- Must be reliable and punctual.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service Team Lead - Remote
20100 Mwembe
KES2000000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding e-commerce platform, is looking for a motivated and experienced Senior Customer Service Team Lead to manage and mentor a remote customer support team. This fully remote role allows you to lead from your home office and significantly impact customer satisfaction. You will be responsible for overseeing daily operations, ensuring high-quality customer interactions, and driving performance improvements within the support department. The ideal candidate possesses exceptional leadership skills, a passion for customer advocacy, and a proven ability to manage and motivate remote teams effectively.
Responsibilities:
Responsibilities:
- Lead, train, and coach a team of remote customer service representatives.
- Monitor team performance, set individual and team goals, and provide regular feedback.
- Develop and implement strategies to improve customer satisfaction, first-contact resolution, and overall service efficiency.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Analyze customer feedback and service metrics to identify trends and areas for improvement.
- Develop and refine customer service policies, procedures, and best practices.
- Create and update training materials and documentation for the customer service team.
- Manage staffing schedules and ensure adequate coverage across all support channels.
- Foster a positive and collaborative remote team environment.
- Collaborate with other departments (e.g., product, sales) to address customer needs and improve the overall customer experience.
- Stay informed about product updates and company initiatives to effectively support customers.
- Prepare regular reports on team performance, customer satisfaction, and key service metrics.
- Implement quality assurance measures to ensure consistent service delivery.
- Identify opportunities for process automation and efficiency gains in customer support.
- Champion customer-centricity throughout the organization.
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
- 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 and customer support platforms (e.g., Zendesk, Salesforce).
- Exceptional problem-solving and de-escalation skills.
- Ability to analyze data and translate insights into actionable improvements.
- Excellent written and verbal communication skills.
- Strong organizational and time management abilities.
- Adaptability and resilience in a fast-paced remote work environment.
- Passion for delivering outstanding customer experiences.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Safaricom Jobs in Nakuru !
6
Remote Senior Customer Service Team Lead
20100 Mwembe
KES160000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and highly motivated Senior Customer Service Team Lead to manage their fully remote customer support operations. In this critical role, you will be responsible for leading, coaching, and motivating a team of customer service representatives to deliver exceptional support and achieve key performance metrics. You will handle escalated customer issues, identify areas for improvement in processes and training, and contribute to creating a positive and efficient customer service environment. The ideal candidate possesses strong leadership skills, excellent problem-solving abilities, and a deep commitment to customer satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, mentor, and motivate a remote team of customer service representatives to ensure high levels of performance and customer satisfaction.
- Monitor team performance metrics, including response times, resolution rates, customer satisfaction scores (CSAT), and adherence to service level agreements (SLAs).
- Handle complex and escalated customer inquiries and issues, providing timely and effective resolutions.
- Develop and implement training programs to enhance the skills and knowledge of the customer service team.
- Create and update standard operating procedures (SOPs) and knowledge base articles to ensure consistency and efficiency.
- Analyze customer feedback and service data to identify trends, root causes of issues, and opportunities for improvement.
- Collaborate with other departments to resolve cross-functional customer issues.
- Ensure compliance with company policies, procedures, and quality standards.
- Foster a positive and collaborative team environment, promoting teamwork and professional development.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Manage team schedules and workload distribution to ensure adequate coverage.
- Stay up-to-date on product knowledge and industry best practices in customer service.
- Contribute to the development of customer service strategies and initiatives.
- Implement quality assurance processes to evaluate team performance.
- Report on team performance and key customer service insights to management.
Qualifications:
- High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field is preferred.
- Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
- Proven experience managing and coaching remote teams.
- Excellent leadership, interpersonal, and communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in customer relationship management (CRM) software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Ability to multitask, prioritize effectively, and manage time efficiently in a remote setting.
- Demonstrated commitment to delivering outstanding customer service.
- Experience in developing training materials and conducting training sessions.
- Strong analytical skills with the ability to interpret performance data.
This advertiser has chosen not to accept applicants from your region.
7
Senior Remote Customer Service & Helpdesk Manager
20100 Mwembe
KES130000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a seasoned and empathetic Senior Customer Service & Helpdesk Manager to lead their remote support operations. This fully remote role is crucial for ensuring exceptional customer satisfaction by overseeing the delivery of high-quality technical support and customer service. The ideal candidate will have a proven track record in managing customer support teams, developing effective helpdesk protocols, and implementing strategies to resolve customer issues efficiently and professionally. You will be responsible for training, motivating, and managing a distributed team of support agents, ensuring adherence to service level agreements (SLAs) and fostering a customer-centric culture.
Responsibilities:
Responsibilities:
- Lead, manage, and mentor a remote customer service and helpdesk team.
- Develop and implement efficient customer support processes and workflows.
- Ensure timely and effective resolution of customer inquiries, issues, and technical problems.
- Monitor and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Train and onboard new support agents, providing ongoing coaching and development.
- Create and maintain comprehensive knowledge base articles and support documentation.
- Manage the helpdesk ticketing system and ensure its optimal utilization.
- Collaborate with other departments (e.g., product, engineering) to address recurring customer issues and provide feedback.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Stay updated on industry best practices and emerging trends in customer service and helpdesk management.
- Ensure compliance with company policies and data privacy regulations.
- Manage staffing levels and schedules to ensure adequate support coverage.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or helpdesk roles, with at least 3 years in a management or supervisory capacity.
- Proven experience managing remote customer support teams.
- Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and problem-solving skills.
- Demonstrated ability to lead, motivate, and develop a team.
- Proficiency in developing and implementing customer service strategies and SLAs.
- Ability to handle stressful situations and de-escalate customer conflicts.
- Strong analytical skills for performance monitoring and reporting.
- Adaptability and a proactive approach to problem-solving in a remote environment.
- Experience in technical support is a significant advantage.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Service & Technical Support Lead (Remote)
20100 Mwembe
KES185000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service & Technical Support Lead to manage and elevate their customer support operations. This fully remote role is perfect for a leader with a strong background in customer service excellence and technical problem-solving, capable of guiding a team to provide outstanding support. You will be responsible for setting standards, optimizing processes, and ensuring customer satisfaction across all support channels.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer service and technical support representatives.
- Develop and implement best practices for customer service delivery and technical troubleshooting.
- Monitor support ticket queues, ensuring timely and effective resolution of customer inquiries and issues.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting guides.
- Train new support staff on product knowledge, support tools, and service standards.
- Handle escalated customer issues and complex technical problems, providing expert resolution.
- Collaborate with product and engineering teams to communicate customer feedback and product bugs.
- Contribute to the continuous improvement of support processes and tools.
- Ensure adherence to service level agreements (SLAs) and company service standards.
- Identify opportunities for proactive customer support and customer success initiatives.
- Manage team performance, providing regular feedback and conducting performance reviews.
- Stay current with industry best practices in customer support and technical assistance.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 6 years of experience in customer service or technical support, with at least 3 years in a leadership or supervisory role.
- Proven experience managing and developing customer support teams.
- Strong technical aptitude and the ability to troubleshoot complex software or hardware issues.
- Excellent understanding of customer service principles and best practices.
- Proficiency with customer support software (e.g., Zendesk, Intercom, Salesforce Service Cloud) and ticketing systems.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Strong organizational and time management skills.
- Experience in developing and delivering training programs.
- Ability to work independently and effectively in a remote team environment.
- Experience in a SaaS or technology-driven industry is highly desirable.
This advertiser has chosen not to accept applicants from your region.
9