2,932 Support Specialist jobs in Kenya

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

The Client Services Consultant is expected to:

• Provide an effective Query Resolution service.
• Interacting in a professional, friendly manner with internal as well as external clients.
• Understand the risks associated with handling client queries and dissemination of confidential information.
• Provide effective resolution of all compliance issues including regulatory requirements as they pertaining to account management

Qualifications:
First Degree

Field of Study
: Business Commerce, Finance or any other related field

Mandarin speaking is a Mandatory Requirement
.

Experience

Two years working experience with a bias in operations and/or call centre

• Sound knowledge of transaction processing as it relates to channels for accounts, products and transaction types.
• Knowledge of bank products and services applicable to the market served.
• Knowledge of service standards.
• Knowledge of the Code of Banking Practice.
• Sound knowledge of regulatory requirements in the handing and monitoring of accounts opened

Technical Competencies

• Good analytical skills
• Communicates with impact
• Attention to detail
• Fluent in Mandarin Language

Behavioural Competencies

• Analytical, pays attention to detail.
• Sense of responsibility/Ownership
• Independent and energetic. Needs to be self motivated and shows initiative.
• Customer service oriented
• A team player.
• Maintains good working relations with stakeholders

Job Description
Job Title:
Client Service Attendant

Reports to:
Client Engagement Manager

Department:
Clinical Operations

Location:
Ngong Rd & Ruaka Branch

Role:
Part-time

Job Purpose:
A Client Service Attendant will responsible for interacting with customers and clients to provide support, information, and solutions, often acting as the first point of contact for inquiries and complaints.

About Jacaranda Maternity
Jacaranda Maternity is redesigning the future of healthcare in East Africa for the patients who need it most. Our hospital in Nairobi is changing the way maternal healthcare is provided by developing better ways to provide high-quality, patient-centered maternity care at affordable prices. Currently, we see over 3,000 clients a month. We have won global and local recognition, including from the Centre for Health Market Innovations, the Gates Foundation, Savings Lives at Birth, and Innovations in Healthcare – and our facility has been independently rated as among the highest quality in Kenya.

We have big ambitions and require a Client Service Attendant at our hospital. Reporting to our Client Engagement Manager, you will take on responsibility of delivering quality customer service and maintaining superior patient satisfaction.

Will you join us and help transform maternal and new-born health care in East Africa?

Duties And Responsibilities
Client Observation & Presence

• Maintain visible, approachable presence in OPD waiting areas;
• Be aware-based on information from reception and client themselves, of what people are waiting for, if they are in a hurry, if they are new, etc;
• Monitor client flow and identify signs of discomfort/ unhappiness;

Client Engagement

• Greet all clients warmly and introduce self as their point of contact;
• Offer clear, polite explanations of wait times, next steps, etc;
• Reiterate key information as needed (packages prices, cost of care, timings of clinics etc);
• Answer basic questions, however escalate to appropriate staff when unsure;

Enhance the Client Experience

• Proactively check in with waiting clients every 15–20 minutes;
• Identify and assist clients who appear lost, anxious, or underserved;
• Advocate for clients needing special attention (e.g., elderly, disabled, postpartum);
• Ensure signage, queue systems, and instructions are visible and understood;
• Follow up with referred clients from the facility to another facility;
• Assist in making EDD calls;
• Issue inpatient feedback forms in the morning;
• Issue outpatient feedback forms and encourage clients to scan QR codes;
• Give hospital tours to clients;
• Liaise with the Manager and the inpatient team to follow up with Clients who have had emotional experiences like miscarriages, still births etc and forward for VIP management and counseling;

Environment & Comfort

• Monitor cleanliness and seating availability in waiting areas;
• Highlight any infrastructural facility issues (broken or non working items);
• Offer water or comfort items (if available) to clients in extended wait;

Reporting & Feedback

• Log daily observations and client concerns in designated format;
• Flag recurring issues or bottlenecks;
• Any other assigned duty

Expectations

• Friendly, calm, and professional demeanor at all times;
• Strong verbal communication in English and Kiswahili;
• Willingness to ask for help when unsure and escalate appropriately;
• Commitment to client dignity, privacy, and respectful service;
• Punctuality and consistency in presence and engagement

Qualifications

• Diploma in Business Administration/Management, Secretarial studies or any related field from a recognized institution (preferably with medical background);
• At least 3 years in a busy healthcare facility managing patient flow;
• Computer skills including the use of MS Office required, and comfort with using new computer tools

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Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description
To provide comprehensive and accurate investigation, diagnosis and resolution of all high touch client inquiries, requests, compliments and complaints to maintain positive client experience and minimise risk and losses to Corporate & Investment Banking.

Qualifications
Type of Qualification:
First degree

Experience Required
Service Management
3-4 years

• Proficient general client services and / or support capability with some technical experience.
• Client relationship experience preferred .
• Basic knowledge and / or exposure to banking products and services

Additional Information

Behavioural Competencies

• Embracing Change
• Interacting with People
• Inviting Feedback
• Making Decisions
• Team Working
• Understanding People
• Upholding Standards

Technical Competencies:

• Active Listening
• Client Servicing
• Continuous Improvement
• Data Analysis
• International Market Knowledge
• Product and Services Knowledge
• Query Resolution
• Root Cause Analysis

Position Title:

Account Manager

Application Method:

1. Brief Description:

The Digital Monkeys Limited is a digital marketing agency based in Nairobi, Kenya. Over the past 9 years, we have remained dedicated to driving business results using expert digital services and a repeatable methodology to power our clients' brands. Our mission and vision revolve around empowering our clients through technology and creative thinking with the ultimate goal of establishing ourselves as the most efficient and reliable digital firm in Africa. 

The Account Manager position at our Company offers an exciting opportunity for experienced professionals passionate about the intersection of marketing, technology, and client relations. This role involves managing client accounts, collaborating with cross-functional teams, and implementing marketing strategies. This is a contractual position with ongoing career development opportunities.

1. Key Responsibilities:

The mission for this role in our Company is to enhance efficiency in service delivery and cross-functional collaboration, ensure high-quality work is delivered to clients, enhance customer relationships and retention, and grow client revenue. Responsibilities include:

1. Communicating with clients to gather project requirements, provide updates, and address inquiries.
2. Leading the development and execution of marketing campaigns based on the clients needs.
3. Conducting market research and analysis to identify industry trends and opportunities.
4. Collaborating with internal teams such as creative, digital and finance to ensure timely and successful project delivery.
5. Monitoring campaign performance metrics and preparing comprehensive reports for clients.
6. Developing and implementing innovative ideas and strategies to enhance client satisfaction and campaign effectiveness.

7. Committing to continuous learning and professional development.

8. Key Performance Indicators:

#

KPI

Weight

1

Client Satisfaction - Meeting Client KPIs

25%

2

Attentiveness & Responsiveness to Client Concerns

15%

3

Achieve a 30% increase in sales through upselling, cross-selling and RFPs

15%

4

Teamwork

15%

5

Continuous Learning and Development

10%

6

Compliance in Using Company Systems and Policies

10%

7

Upskilling & Developing the Account Management Team

10%

1. Key Competencies:

4.1 Qualifications:

1. 3 - 5 Years experience in marketing, advertising, or digital marketing agency, with a track record of successful client account management.
2. Project Management
3. Bachelor's degree or higher in Marketing, Business Administration, Communication, or a related field.
4. Strong written and verbal communication and presentation skills.
5. Exceptional organizational and time management abilities.
6. Proven ability to work independently and as part of a team in a fast-paced environment.
7. You have an expert understanding of digital marketing key figures, reporting metrics, delivery and analysis and excellent analytical skills and an affinity for data and trends.
8. Strong understanding of the competitive digital landscape across Search, Social, Native and Display.

4.2 Skills:

1. Client Relationship Management
2. Project Coordination - ensure delivery of all projects to the highest quality standards, proactively meeting and managing deadlines
3. Team Collaboration
4. Market Research and Analysis; Data Analysis and Reporting
5. Creative Problem-Solving and Strategic Thinking

The salary we are offering for this position ranges between KES 70, ,000 Gross

Join our team and embark on a rewarding journey to further develop your skills, expand your network, and advance your career in digital marketing as a Account Manager

HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Diaspora Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.

To ensure excellent service standards and maintain high customer satisfaction in the Diaspora Banking segment, through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty. To provide support to diaspora relationship managers and GM Diaspora.

Deadline:

Category: Diaspora Banking

Subsidiary: HFC

Principle Accountabilities

Customer Experience

• Manage all escalations related to diaspora support.
• Identify customer needs not met by existing products and the implementation of new products and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
• Manage the diaspora customer email -
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60.
• Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
• Follow-up on diaspora SLAs and TAT
• Notify client about deposit renewals

Financial Performance

• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs.
• Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries

Operational Effectiveness and Support

• Assist in management of NPL for diaspora segment in collaboration with RMS.
• Assist plan for diaspora engagements including webinars, activations, trips and events.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
• Achieving a 'Good' audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.

People, Learning and Growth

• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par.
• Championing team training on matters related to homeward proposition.

Key Competencies and Skills

Technical Competencies

• Knowledge of Banking and Business Operations:
• Compliance and Regulatory Framework:
• Conceptual and Analytical Skills:
• Product Knowledge
• Business Acumen
• Financial Acumen
• Customer Engagement (internal & external)
• Digital
• Leadership
• Commercial Banking
• Industry Knowledge
• Credit Analysis

Behavioural Competencies

• Communication and
• Interpersonal Skills:
• Emotional
• Intelligence
• Results and Achievement Oriented:
• Personal Ethics
• Negotiation Skills
• Networking Skills
• Sales Capability

Academic
Minimum Qualifications, Knowledge and Experience

• Bachelor's degree from a recognized accredited university.
• Certificate of Proficiency in Insurance (COP) will be an added advantage.
• Being a CISI fellow is an added advantage.

Professional

• 3-4 years' working experience in a Customer Management role.
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.
• Appreciation of Diaspora Banking as a proposition.
• Interaction/Understanding of CRM tools.

Company Description

At Ultimate Design, we believe the work nonprofits do is transformative. We partner with nonprofits, NGOs, and mission-driven networks to communicate their impact with clarity and emotion. Our team of storytellers, designers, developers, and digital thinkers is deeply passionate about social good. We help organizations tell their powerful stories and adopt the right technologies to work smarter, reach further, and grow stronger.

Role Description

This is a 6 months internship role for a Client Service Assistant. The role is hybrid, based in Kilimani division, with some work from home acceptable. The Client Service Assistant will be responsible for supporting client services, ensuring customer satisfaction, and assisting with customer service tasks. Additionally, the role includes aiding in finance-related tasks and maintaining effective communication with clients.

Responsibilities:

• Assist in managing client communications and scheduling meetings
• Support project coordination and follow-ups
• Maintain client records and feedback logs
• Help prepare client reports and presentations
• Assist in identifying new partnership opportunities
• Support proposal development and outreach efforts
• Conduct basic market research to inform client engagement strategie

Qualifications

• Skills in Client Services, Customer Service, and ensuring Customer Satisfaction
• Strong Communication skills
• Basic knowledge of Finance
• Excellent organizational and multitasking abilities
• Ability to work both independently and as part of a team
• Experience in a nonprofit setting is a plus
• Pursuing or completed a degree in Business, Communications, or a related field

ABOUT ZAMARA

The Zamara Group is a diversified financial services business specializing in pensions, medical services, insurance and actuarial solutions. Headquartered in Nairobi, Kenya, the Group has a presence in eight countries and a Pan-African ambition. Zamara has a rich heritage in Kenya spanning over 30 years.

Since its inception, the firm has significantly grown in terms of size, client base and range of services. The Group has been at the forefront of industry, influencing the way it works and at the cutting edge of innovation.

Zamara's higher purpose is to create a financially secure and prosperous society. The Zamara culture is based on the values of
S
implicity,
E
mpathy and
T
rust.

ABOUT THE ROLE

Achieving Zamara's ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team. The successful candidate will take up supervisory role in ensuring 100% client satisfaction which leads to retention and business growth through referrals.

The role will report to the Team Leader, Client Service.

ROLES AND RESPONSIBILITIES

Relationship Lead

• Maintain strong relationships with all clients to ensure 100% retention.
• Handle escalated cases to completion.

Business Retention

• Ensuring that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client's budget and benefits.

Renewal Function

• Ensuring that the budgeted renewal income is attained every month.
• Monitor the renewal process- end- to-end to ensure TATs are adhered to.
• Ensure the renewal tracker is updated.
• Review renewal reports to ensure standardization across client offerings.
• Mitigate against potential risk of loss of clients by having all information about clients on risk and following through on mitigating factors to secure the renewals.

Business Development

• Drive organic growth and new business by generating referrals from clients through great service, professional advice and knowledge of insurance and maximising opportunities at all times to cross/up sell to client in respect of all covers
• Replacement of lost accounts by actively pursuing clients not in the book and keeping a robust pipeline
• Monitoring and updating the CR pipeline tracker

Monitoring & Evaluation

• Preparation of monthly & periodic reports detailing achievements against set deliverables for the functions above.

EXPERIENCE AND QUALIFICATIONS

The following
experience
is preferred:

• Minimum of 5 years' experience in key accounts management with a bias in insurance sector.
• A Degree in Insurance/Health/Customer Service/Business related field.
• A professional qualification in customer service is an added advantage.

The following
personal qualities
are preferred:

• Ability to analyse and interpret financial statements
• Excellent communication skills
• Business etiquette
• Team player
• Eye for detail
• Superior key accounts management/relationship management skills
• Reporting Skills
• Excellent analytical skills