What Service Delivery Manager Jobs are in Kenya?

• Onboard new clients, guiding them through initial setup and product integration.
• Build and maintain strong, long-lasting client relationships.
• Proactively monitor client health and engagement, identifying potential issues.
• Provide timely and effective support to clients via email, phone, and chat.
• Educate clients on product features and best practices to ensure optimal utilization.
• Gather client feedback and communicate it to internal product and sales teams.
• Identify opportunities for upselling or cross-selling based on client needs.
• Resolve client issues and complaints efficiently and effectively.
• Contribute to the development of customer success resources and documentation.
• Achieve and maintain high levels of client satisfaction and retention.

• Bachelor's degree in any field, with a strong emphasis on communication or interpersonal skills.
• Excellent written and verbal communication abilities.
• Strong interpersonal skills and a genuine desire to help clients succeed.
• Ability to empathize with clients and understand their needs.
• Proficiency in using CRM software and other customer support tools is a plus.
• Strong organizational skills and the ability to manage multiple client accounts.
• Problem-solving aptitude and a proactive approach.
• Ability to work independently and manage time effectively in a remote setting.
• A team player with a positive attitude.
• Previous customer service or client-facing experience is beneficial.

• Fully remote work arrangement, offering flexibility and convenience.
• Competitive starting salary.
• Comprehensive health and wellness benefits.
• Extensive training and professional development opportunities.
• Mentorship from experienced customer success professionals.
• Opportunity to work with a diverse client base.
• A supportive and collaborative virtual team culture.
• Chance to make a significant impact on client retention and growth.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to services and products.
• Provide accurate information about company offerings and policies.
• Escalate complex issues to appropriate departments or senior support staff.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify customer needs and suggest appropriate solutions or products.
• Contribute to building customer loyalty and ensuring satisfaction.
• Adhere to service level agreements (SLAs) and quality standards.
• Provide feedback to management on customer concerns and trends.
• Participate in ongoing training sessions to enhance product knowledge and service skills.

• Recent graduate with a Bachelor's degree in any discipline.
• Excellent verbal and written communication skills in English and Swahili.
• Strong listening skills and empathy towards customer needs.
• Ability to remain calm and professional under pressure.
• Proficiency in using computer systems and common software applications.
• Fast learner with the ability to grasp new product information quickly.
• Strong problem-solving skills and a customer-centric approach.
• Ability to work effectively within a team in an office environment.
• High school diploma or equivalent with relevant customer service experience may be considered.
• Positive attitude and a genuine desire to assist customers.

• Comprehensive training program on products and customer service best practices.
• Competitive entry-level salary.
• Health insurance and other statutory benefits.
• Opportunities for career advancement within the customer service department.
• Supportive team environment.
• Exposure to the telecommunications industry.
• Regular performance incentives.
• Paid time off.

• Investigate and resolve complex customer complaints and escalations.
• Communicate with customers via phone, email, and chat to understand their issues.
• Analyze customer feedback and identify root causes of problems.
• Develop and implement effective solutions to satisfy customer needs.
• Collaborate with internal departments to facilitate issue resolution.
• Document all resolution steps and outcomes meticulously in the CRM system.
• Provide feedback to management on recurring issues and suggest process improvements.
• Maintain a high level of customer satisfaction throughout the resolution process.
• Ensure compliance with company policies and service level agreements.

• Proven experience in customer service, preferably in a resolution or escalation role.
• Exceptional communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving abilities with a focus on detail.
• Ability to remain calm and professional under pressure.
• Proficiency in CRM software and ticketing systems.
• Experience working remotely and managing tasks independently.
• High school diploma or equivalent; a college degree is a plus.
• Ability to work effectively with cross-functional teams.
• Strong understanding of customer service principles and best practices.

• Competitive hourly rate of 55000 KSh equivalent for contract duration.
• Flexible remote work arrangement.
• Opportunity to work on challenging and rewarding cases.
• Gain valuable experience in customer conflict resolution.
• Direct impact on customer retention and satisfaction.

Our client, WhatJobs Direct, is actively recruiting a proactive and empathetic Virtual Customer Engagement Specialist . This is a fully remote opportunity, allowing you to contribute from anywhere within Kenya. Your primary role will be to engage with customers, understand their needs, and ensure they have a positive and productive experience with our client's services. We seek individuals who excel at building relationships virtually, possess excellent communication skills, and are committed to delivering outstanding support. If you are passionate about customer interaction and thrive in a flexible, remote work environment, this position offers a rewarding career path.

• Engage proactively with customers through various online channels (email, chat, social media, video calls).
• Respond to customer inquiries, providing information and support in a timely and professional manner.
• Identify customer needs and recommend appropriate solutions or services.
• Troubleshoot and resolve customer issues, ensuring satisfaction and retention.
• Gather customer feedback to identify areas for service improvement.
• Educate customers on new features, updates, and best practices.
• Maintain accurate records of customer interactions and outcomes.
• Collaborate with internal teams to address customer concerns effectively.

• Previous experience in customer service, community management, or a related client-facing role.
• Exceptional verbal and written communication skills in English.
• Strong interpersonal and relationship-building abilities, especially in a virtual context.
• Proficiency with digital communication tools and CRM systems.
• Excellent problem-solving skills and a customer-focused mindset.
• Ability to work independently, manage tasks efficiently, and meet deadlines in a remote setting.
• High school diploma or equivalent; a college degree is beneficial.
• A reliable internet connection and a dedicated home office setup are essential.
• A positive attitude and a passion for helping customers succeed.

As a Virtual Customer Engagement Specialist with WhatJobs Direct, you will enjoy the full benefits of a remote position, including flexibility in your workday and the ability to work from your preferred location. Our client offers a competitive salary, comprehensive training, and ample opportunities for professional growth and career advancement. You will join a supportive and collaborative virtual team, contributing to a company culture that values employee well-being and success. This role provides a unique chance to leverage your communication and problem-solving skills in a dynamic, remote environment, fostering strong customer relationships and driving satisfaction.

• Provide first-level technical support to employees for hardware, software, and network issues.
• Respond to helpdesk tickets and user inquiries in a timely and professional manner.
• Diagnose and resolve common technical problems using available tools and resources.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist with user account management, including setup and password resets.
• Escalate unresolved issues to senior IT staff or specialized teams.
• Document troubleshooting steps and resolutions accurately in the helpdesk system.
• Contribute to the development and maintenance of IT knowledge base articles.
• Perform routine IT system checks and maintenance tasks.
• Educate users on basic IT best practices and security measures.

• High school diploma or equivalent; technical certifications (e.g., CompTIA A+, Network+) or an associate's degree in IT are highly desirable.
• Proven experience in a helpdesk or IT support role.
• Solid understanding of computer hardware, operating systems (Windows, macOS), and common office applications.
• Familiarity with network concepts and troubleshooting basic connectivity issues.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work effectively both independently and as part of a team.
• Detail-oriented with strong organizational skills.
• Must be able to work full-time from the Kakamega office.
• A positive attitude and a willingness to learn.

• Respond to customer inquiries via phone, email, and potentially chat, providing first-level support.
• Identify customer needs, clarify information, research issues, and provide accurate solutions.
• Troubleshoot common problems and guide customers through basic steps.
• Escalate unresolved issues to Tier 2 support or relevant departments, documenting thoroughly.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Educate customers on basic product functionalities and service offerings.
• Contribute to maintaining a high level of customer satisfaction.
• Adhere to company policies and procedures in all customer interactions.
• Collaborate with team members to ensure efficient workflow and customer care.

• Previous experience in customer service or a related field is preferred.
• Excellent verbal and written communication skills.
• Good listening and comprehension abilities.
• Basic computer proficiency and ability to navigate multiple software applications.
• Patience, empathy, and a positive attitude towards customer interactions.
• Ability to multitask and manage time effectively in a busy environment.
• High school diploma or equivalent; further education is a plus.
• Ability to work effectively within a team in **Ongata Rongai, Kajiado, KE**.

• Competitive entry-level salary with regular reviews.
• Opportunities for training and career progression within the company.
• Health benefits and other statutory contributions.
• A structured and supportive work environment in **Ongata Rongai, Kajiado, KE**.
• Team-building activities and a positive workplace culture.

• Handle complex customer inquiries and provide timely, effective resolutions via phone, email, and chat.
• Escalate unresolved issues to appropriate departments, ensuring thorough documentation.
• Train and mentor junior customer support representatives, sharing best practices and product knowledge.
• Develop and maintain comprehensive knowledge base articles and customer support documentation.
• Monitor customer feedback channels and identify trends to proactively improve service delivery.
• Collaborate with product and engineering teams to relay customer concerns and suggest service enhancements.
• Ensure adherence to all company policies and procedures in customer interactions.
• Assist in the development and implementation of new customer service strategies.
• Proactively identify opportunities to improve the customer journey and overall satisfaction.

• Proven experience as a Customer Support Specialist or in a similar role, with at least 3 years in a senior capacity.
• Excellent verbal and written communication skills, with the ability to articulate complex information clearly.
• Strong problem-solving and analytical skills, with a keen eye for detail.
• Proficiency in using CRM software and customer support ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Demonstrated leadership potential and experience in mentoring colleagues.
• Customer-centric mindset with a passion for delivering exceptional service.
• Familiarity with common customer service metrics and KPIs.
• High school diploma or equivalent; a college degree is a plus.

• Competitive salary package commensurate with experience.
• Opportunities for professional development and career advancement.
• Health insurance coverage with comprehensive benefits.
• Paid time off and company holidays.
• A collaborative and supportive work environment.
• Access to ongoing training and skill-building workshops.
• Potential for performance-based bonuses.

• Engage with customers via phone, email, and in-person to address inquiries and provide information.
• Resolve customer issues efficiently and effectively, ensuring high levels of satisfaction.
• Document customer interactions and feedback accurately in the company's database.
• Assist in the development and implementation of customer engagement strategies.
• Gather customer feedback through surveys and direct interactions to identify areas for improvement.
• Provide support and guidance on company products and services.
• Collaborate with internal teams to ensure a consistent and positive customer experience.
• Maintain up-to-date knowledge of company offerings and industry best practices.
• Contribute to team efforts by accomplishing related results as needed.

• Previous experience in a customer service, client relations, or engagement role.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong ability to listen actively and empathize with customer needs.
• Proficiency in using CRM software and other customer management tools.
• Ability to work effectively in a team environment and independently.
• Detail-oriented with strong organizational skills.
• Willingness to work from our Embu office as the primary work location.
• Experience with customer feedback mechanisms and reporting.
• High school diploma required; Associate's or Bachelor's degree is a plus.

• Competitive contractor rate.
• Opportunity for contract extension based on performance.
• Exposure to diverse customer engagement strategies.
• Professional development resources and training.
• Collaborative and friendly office environment.
• Potential for occasional remote work flexibility.
• Gain valuable experience in a growing sector.

• Provide comprehensive technical support and troubleshooting to customers via email, chat, and phone, addressing inquiries and resolving issues promptly and effectively.
• Analyze and diagnose complex customer problems, identifying root causes and implementing appropriate solutions to ensure customer retention and satisfaction.
• Document all customer interactions, issues, and resolutions in our CRM system with meticulous attention to detail.
• Escalate critical issues to the appropriate internal teams (e.g., engineering, product) when necessary, acting as a liaison to ensure timely resolution.
• Develop and maintain internal knowledge base articles, FAQs, and customer-facing documentation to empower customers and support agents.
• Train and mentor junior support staff, sharing best practices and contributing to team development.
• Proactively identify trends in customer issues and provide feedback to the product and engineering teams for service and product improvements.
• Participate in regular team meetings and training sessions to stay updated on product knowledge and support procedures.

• A minimum of 3-5 years of experience in a customer support or technical helpdesk role, preferably in a remote or SaaS environment.
• Proven ability to troubleshoot and resolve technical issues for software applications or complex systems.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Strong problem-solving and analytical skills, with a keen eye for detail.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and other support ticketing systems.
• Ability to work independently, manage time effectively, and maintain productivity in a remote work setting.
• A dedicated workspace with a reliable internet connection and a conducive environment for focused work.
• Experience in the Machakos region is a plus, but not required due to the remote nature of the role.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• Competitive salary package commensurate with experience.
• Comprehensive health insurance coverage.
• Opportunities for professional development and continuous learning.
• A supportive and inclusive remote work culture that promotes work-life balance.
• Access to cutting-edge tools and technologies.
• Paid time off and holiday leave.
• Potential for career advancement within a growing organization.