356 Safaricom jobs in Ongata Rongai
Remote Customer Service Representative
00200 Ongata Rongai, Rift Valley
KES30000 Monthly
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Posted 2 days ago
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Job Description
Our client is looking for dedicated and customer-focused individuals to join their expanding team as Remote Customer Service Representatives. This role is fully remote, offering flexibility and the opportunity to provide exceptional support to a diverse customer base from the comfort of your own home. As a Customer Service Representative, you will be the primary point of contact for customer inquiries, handling a wide range of issues via phone, email, and live chat. Your responsibilities will include actively listening to customer concerns, identifying solutions, and providing accurate information about products and services. You will be expected to troubleshoot problems, process orders, manage customer accounts, and escalate complex issues to the appropriate departments when necessary. Maintaining a high level of professionalism and customer satisfaction is paramount. This position requires excellent communication and interpersonal skills, a patient and empathetic demeanor, and the ability to multitask effectively. You will need a stable internet connection, a quiet workspace, and proficiency in using computer systems and various software applications. The role involves extensive use of our client's CRM system, so prior experience with such tools is advantageous, though comprehensive training will be provided. We are seeking individuals who are reliable, self-motivated, and possess a strong work ethic, capable of managing their time and productivity in a remote setting. You will be part of a supportive virtual team, participating in regular online meetings and training sessions to enhance your skills and product knowledge. The ability to adapt to evolving customer needs and company policies is crucial. This role offers a rewarding career path for those passionate about helping others and contributing to a positive customer experience. Our client values teamwork and encourages a collaborative spirit, even within a remote framework. Success in this role hinges on your commitment to delivering outstanding service and resolving customer issues efficiently and effectively.
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0
Customer Service Team Lead
00200 Ngong
KES1000000 Annually
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Posted 2 days ago
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Job Description
Our client is looking for an experienced and motivating Customer Service Team Lead to manage and guide their fully remote customer support team. This role is essential in ensuring exceptional customer experiences and driving team performance. You will be responsible for supervising a team of customer service representatives, providing training, setting performance goals, and ensuring adherence to service standards. The ideal candidate will have a proven background in customer service management, excellent leadership qualities, and a passion for fostering a positive and productive team environment. Responsibilities include handling escalated customer inquiries, monitoring team performance metrics (e.g., response times, customer satisfaction scores), identifying areas for improvement, and implementing strategies to enhance service delivery. You will also play a key role in onboarding new team members, conducting performance reviews, and motivating the team to achieve outstanding results. As a fully remote position, strong communication, interpersonal skills, and proficiency with virtual collaboration tools are paramount. You must be adept at coaching, mentoring, and supporting your team members from a distance, fostering a sense of camaraderie and shared purpose. We are seeking a proactive problem-solver who can inspire confidence, resolve complex issues, and contribute to the continuous improvement of customer service operations. This is an exciting opportunity to lead a dedicated remote team and make a significant impact on customer satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Supervise and lead a team of remote customer service representatives.
- Set performance goals and provide regular feedback and coaching.
- Handle complex customer escalations and ensure timely resolution.
- Monitor customer service metrics and KPIs to identify trends and areas for improvement.
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Conduct training sessions for team members on products, services, and support procedures.
- Onboard new customer service representatives and provide ongoing support.
- Foster a positive and collaborative team environment in a remote setting.
- Ensure adherence to company policies and service standards.
- Contribute to the continuous improvement of customer service processes and tools.
- 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 supervisory or team lead role.
- Proven experience managing remote teams effectively.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and motivational skills.
- Exceptional problem-solving and conflict-resolution abilities.
- Outstanding verbal and written communication skills.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and manage time effectively in a remote environment.
- A passion for delivering outstanding customer experiences.
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1
Senior Customer Service Team Lead
00100 Abothuguchi West
KES250000 Annually
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Posted 2 days ago
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Job Description
Our client, a rapidly expanding company known for its exceptional customer support, is seeking a dedicated and experienced Senior Customer Service Team Lead. This is a fully remote position where you will lead a team of customer service representatives, ensuring the delivery of outstanding support to our valued customers. You will be responsible for mentoring your team, improving service processes, and handling escalated customer issues with professionalism and efficiency, all while working from a remote location.
Key Responsibilities:
Qualifications:
This is a fantastic opportunity to take on a leadership role within a growing company, shaping the customer experience and leading a high-performing remote team. Our client is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals.
Key Responsibilities:
- Lead, coach, and mentor a team of customer service representatives to achieve performance goals and maintain high service standards.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Develop and implement strategies to enhance the customer service experience and improve operational efficiency.
- Handle escalated customer inquiries and complaints, providing effective and timely resolutions.
- Conduct regular team meetings to discuss performance, share updates, and foster a positive team environment.
- Train new team members and provide ongoing professional development for existing staff.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Identify trends in customer issues and provide feedback to relevant departments for product or service improvement.
- Manage schedules and workloads to ensure adequate coverage and optimal team performance.
- Utilize customer relationship management (CRM) software and other support tools effectively.
- Contribute to the development and refinement of customer service scripts and knowledge base articles.
- Foster a culture of empathy, professionalism, and problem-solving within the team.
- Analyze customer feedback and performance data to identify areas for improvement.
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 team lead or supervisory role.
- Proven experience in leading and motivating a remote customer service team.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Strong understanding of customer service principles and best practices.
- Exceptional communication, active listening, and interpersonal skills.
- Proficiency in using CRM systems and helpdesk software.
- Ability to manage multiple tasks and priorities effectively in a fast-paced environment.
- Demonstrated ability to work independently and manage time efficiently.
- Adaptability and a positive attitude towards change.
- Familiarity with performance management techniques.
This is a fantastic opportunity to take on a leadership role within a growing company, shaping the customer experience and leading a high-performing remote team. Our client is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals.
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2
Senior Customer Service & Helpdesk Specialist
00100 Abothuguchi West
KES90000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service & Helpdesk Specialist to join their support team in Nairobi, Nairobi, KE . This hybrid role offers a blend of in-office and remote work, providing flexibility while ensuring strong team collaboration. You will be responsible for providing advanced technical support, resolving complex customer issues, and mentoring junior helpdesk staff. The ideal candidate possesses exceptional problem-solving skills, a deep understanding of IT systems and troubleshooting, and a passion for delivering outstanding customer service. You will be a key point of contact for escalated issues, ensuring swift and effective resolution while maintaining high customer satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving hardware, software, and network issues.
- Troubleshoot and diagnose complex technical problems, escalating when necessary to senior IT staff.
- Manage and prioritize incoming support tickets, ensuring timely resolution according to service level agreements (SLAs).
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
- Train and mentor junior helpdesk technicians, sharing expertise and best practices.
- Identify recurring technical issues and recommend solutions or improvements to prevent future occurrences.
- Participate in the testing and deployment of new software and hardware.
- Monitor system performance and identify potential issues.
- Gather customer feedback and provide insights to improve products and services.
- Ensure customer satisfaction through proactive communication and efficient problem resolution.
- Assist with user account management and access control.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field is preferred.
- Minimum of 3 years of experience in a technical support or helpdesk role, with at least 1 year in a senior capacity.
- Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and network infrastructure.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Customer-focused attitude with a passion for providing excellent service.
- Ability to work effectively both independently and as part of a team.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
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3
Customer Service Lead - Technical Support
00100 Abothuguchi West
KES75000 Annually
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Posted 2 days ago
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Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
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4
Customer Service & Helpdesk Team Lead
00100 Ngong
KES160000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking an experienced and empathetic Customer Service & Helpdesk Team Lead to manage and motivate a team of support specialists. This hybrid role is crucial for ensuring prompt, efficient, and high-quality customer support. You will be responsible for overseeing daily operations, handling escalated customer issues, and ensuring that service level agreements (SLAs) are met. Your leadership will foster a customer-centric environment and drive continuous improvement in support processes.
Key responsibilities include training, coaching, and mentoring customer service representatives, conducting performance reviews, and managing team schedules to ensure adequate coverage. You will develop and refine support procedures, knowledge base articles, and troubleshooting guides. Monitoring customer interactions across various channels (phone, email, chat) and ensuring adherence to quality standards is essential. You will analyze support metrics and identify trends to improve customer satisfaction and reduce resolution times. Collaboration with other departments, such as technical support and product development, to address customer feedback and resolve recurring issues will be a key part of your role. This hybrid position requires a balance of in-office team engagement and remote management of support operations. You should be adept at utilizing helpdesk software and other communication tools effectively. A proactive approach to problem-solving and a commitment to delivering exceptional customer experiences are paramount. You will also be involved in developing strategies to enhance customer loyalty and retention.
Qualifications:
Key responsibilities include training, coaching, and mentoring customer service representatives, conducting performance reviews, and managing team schedules to ensure adequate coverage. You will develop and refine support procedures, knowledge base articles, and troubleshooting guides. Monitoring customer interactions across various channels (phone, email, chat) and ensuring adherence to quality standards is essential. You will analyze support metrics and identify trends to improve customer satisfaction and reduce resolution times. Collaboration with other departments, such as technical support and product development, to address customer feedback and resolve recurring issues will be a key part of your role. This hybrid position requires a balance of in-office team engagement and remote management of support operations. You should be adept at utilizing helpdesk software and other communication tools effectively. A proactive approach to problem-solving and a commitment to delivering exceptional customer experiences are paramount. You will also be involved in developing strategies to enhance customer loyalty and retention.
Qualifications:
- Associate's or Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead, train, and motivate a support team.
- Strong understanding of customer service principles and best practices.
- Experience with helpdesk ticketing systems (e.g., Zendesk, Freshdesk) and CRM software.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to manage multiple priorities and work effectively in a hybrid environment.
- Familiarity with IT support processes is a plus.
- This role supports customers in and around Ruiru, Kiambu, KE .
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5
Senior Customer Service Representative (Remote)
20300 Abothuguchi West
KES55000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and empathetic Senior Customer Service Representative to join their fully remote support team. In this vital role, you will be the primary point of contact for customers, providing exceptional service and resolving inquiries with efficiency and professionalism. You will handle complex customer issues, offer solutions, and ensure a positive customer experience. The ideal candidate is a strong communicator, patient, and possesses a deep understanding of customer service best practices. This role requires the ability to work independently, manage multiple communication channels, and contribute to a positive team environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide high-quality customer service and support via phone, email, chat, and other designated channels.
- Respond to customer inquiries, complaints, and feedback in a timely, professional, and courteous manner.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems to appropriate departments when necessary.
- Educate customers on products, services, and company policies.
- Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
- Identify and analyze recurring customer issues to provide feedback for process improvements.
- Assist in training and mentoring new customer service representatives.
- Contribute to team goals and performance metrics, ensuring service level agreements (SLAs) are met.
- Proactively identify opportunities to enhance the customer experience.
- Stay up-to-date with product knowledge and company updates.
- Handle sensitive customer information with confidentiality and discretion.
- Participate in team meetings and contribute to a collaborative work environment.
- Manage customer expectations effectively and strive for first-contact resolution whenever possible.
- Gather customer feedback to help improve products and services.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 3 years of experience in a customer service or call center role, with proven experience in handling complex inquiries.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using CRM software and customer support platforms.
- Ability to multitask and manage time effectively in a fast-paced, remote environment.
- Patience, empathy, and a customer-centric attitude.
- Reliable internet connection and a quiet, dedicated workspace.
- Ability to work independently with minimal supervision.
- Experience in training or mentoring junior staff is advantageous.
- Proficiency in relevant software applications (e.g., Microsoft Office Suite).
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6
Senior Customer Service Manager - Remote
00200 Ngong
KES190000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking an experienced and customer-centric Senior Customer Service Manager to lead their fully remote support team. In this critical role, you will be responsible for overseeing all aspects of customer service operations, ensuring exceptional support experiences for clients. You will develop and implement strategies to enhance customer satisfaction, streamline support processes, and manage a high-performing remote team. Your expertise in customer service best practices, team leadership, and problem-solving will be vital. You will analyze customer feedback, identify areas for improvement, and implement solutions to drive service excellence. This position requires strong communication, organizational, and interpersonal skills to effectively manage a distributed workforce and maintain high service standards.
Responsibilities:
Qualifications:
This is a fully remote position supporting our customer base related to Ruiru, Kiambu, KE .
Responsibilities:
- Lead, mentor, and manage a team of remote customer service representatives.
- Develop and implement customer service policies and procedures to ensure consistent quality.
- Set performance goals and conduct regular performance reviews for the support team.
- Monitor customer service metrics and key performance indicators (KPIs) to track team performance and identify trends.
- Analyze customer feedback and implement strategies to improve customer satisfaction and loyalty.
- Handle escalated customer issues and complaints, ensuring timely and effective resolution.
- Train and onboard new customer service representatives, providing ongoing coaching.
- Collaborate with other departments (e.g., Sales, Product) to address customer needs and concerns.
- Optimize support channels (phone, email, chat) for efficiency and effectiveness.
- Stay informed about industry best practices and emerging customer service technologies.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service management, with at least 2 years managing remote teams.
- Proven track record of successfully leading and motivating customer service teams.
- In-depth knowledge of customer service principles, techniques, and best practices.
- Experience with customer relationship management (CRM) software and helpdesk systems.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Strong communication, interpersonal, and leadership abilities.
- Proficiency in using remote collaboration and communication tools.
- Ability to analyze data and generate actionable insights.
- A strong commitment to delivering outstanding customer experiences.
This is a fully remote position supporting our customer base related to Ruiru, Kiambu, KE .
This advertiser has chosen not to accept applicants from your region.
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