783 Tier Ii Support jobs in Kenya
Customer Support Specialist
20117 Naivasha, Rift Valley
KES45000 Annually
WhatJobs
Posted today
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Job Description
Our client is looking for a friendly and efficient Customer Support Specialist to join our team, offering a hybrid work arrangement. In this role, you will be the primary point of contact for our customers, providing timely and effective solutions to their inquiries and issues via phone, email, and chat. You will be responsible for troubleshooting common technical problems, guiding customers through product features, and ensuring a positive customer experience. The ideal candidate will possess excellent communication and interpersonal skills, a patient demeanor, and a strong ability to multitask. You will maintain detailed records of customer interactions and resolutions within our CRM system. This position requires a proactive approach to problem-solving and the ability to work both independently and collaboratively with team members. Responsibilities include responding to customer requests promptly, resolving complaints effectively, and escalating complex issues to the appropriate departments when necessary. A commitment to providing exceptional service and contributing to customer satisfaction is paramount. This role offers a great opportunity to develop your customer service skills in a dynamic environment, with a balance of remote flexibility and in-office collaboration. You will be trained on our product suite and support tools to ensure you have the knowledge to succeed. Your ability to build rapport with customers and resolve their needs efficiently will be key to your success in this role. We are looking for individuals who are passionate about helping others and can adapt to different customer needs.
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0
Customer Support Lead
01001 Makongeni
KES300000 Annually
WhatJobs
Posted today
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Job Description
WhatJobs is seeking a proactive and experienced Customer Support Lead to manage our customer service operations. This is a fully remote position, offering the flexibility to lead a distributed team and assist customers from anywhere. You will be responsible for guiding a team of customer support representatives, ensuring exceptional service delivery, and resolving complex customer issues. Your role involves developing support strategies, training team members, and implementing best practices to enhance customer satisfaction and loyalty.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing environment.
- Develop and implement customer service policies, procedures, and standards.
- Monitor customer interactions across various channels (email, chat, phone) to ensure quality and efficiency.
- Handle escalated customer inquiries and complex problem-solving.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments to address customer issues and improve overall product/service experience.
- Manage customer support tools and software, ensuring optimal utilization.
- Contribute to the development of knowledge base articles and self-service resources.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing customer support teams, preferably in a remote setting.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in customer relationship management (CRM) software and helpdesk platforms.
- Ability to motivate and guide a remote team effectively.
- Experience in conflict resolution and de-escalation techniques.
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
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Customer Support Specialist
20100 Naivasha, Rift Valley
KES45000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team in Naivasha, Nakuru, KE . This role is crucial in providing exceptional assistance and resolving customer inquiries efficiently. You will be the first point of contact for customers, handling a variety of issues via phone, email, and potentially in-person interactions. Key responsibilities include understanding customer needs, providing accurate information about products and services, troubleshooting technical issues, and escalating complex problems to the appropriate departments. You will be responsible for documenting all customer interactions and resolutions in the company's CRM system. Maintaining a high level of customer satisfaction is paramount. This role requires excellent communication and interpersonal skills, patience, and a genuine desire to help others. The ideal candidate will possess strong problem-solving abilities and the capacity to work effectively under pressure. Previous experience in customer service or a related field is highly desirable. You should be proficient with common computer applications and able to learn new software systems quickly. We are looking for an empathetic individual who can build rapport with customers and represent the company professionally at all times. This is a great opportunity to build a career in customer service within a supportive team environment. The ability to work effectively as part of a team and contribute to a positive customer experience is essential.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and other channels.
- Provide accurate product and service information.
- Troubleshoot and resolve customer issues and complaints.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to relevant departments.
- Maintain a high standard of customer satisfaction.
- Collaborate with team members to improve customer support processes.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
60100 Meru , Eastern
KES450000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
We are seeking a dedicated and experienced Customer Support Lead to join our client-focused team in a fully remote capacity. In this role, you will be responsible for overseeing customer service operations, ensuring exceptional support is provided to our clients, and leading a team of customer service representatives. Your duties will include managing incoming support requests, troubleshooting technical issues, resolving customer complaints, and implementing strategies to improve customer satisfaction and loyalty. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service principles and best practices. Experience with customer relationship management (CRM) software and helpdesk systems is essential. You should be adept at motivating and coaching support staff, analyzing support metrics, and identifying opportunities for process improvement. This fully remote position requires exceptional organizational skills, problem-solving abilities, and the capacity to manage and resolve issues efficiently and empathetically. We are looking for a proactive individual who is passionate about delivering outstanding customer experiences and who can contribute to a positive and supportive remote work environment. Your leadership in customer support will be vital in fostering strong customer relationships and upholding our commitment to service excellence.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of customer support representatives.
- Oversee daily customer service operations and ensure timely issue resolution.
- Provide training and coaching to support staff.
- Monitor customer interactions and provide feedback for improvement.
- Develop and implement customer service policies and procedures.
- Analyze customer support metrics and identify trends.
- Handle escalated customer complaints and complex issues.
- Collaborate with other departments to resolve customer problems.
- Ensure efficient use of helpdesk software and CRM systems.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- 3+ years of experience in customer service or technical support roles.
- Previous experience in a leadership or supervisory role.
- Proficiency with CRM software and helpdesk ticketing systems.
- Strong problem-solving and conflict-resolution skills.
- Excellent communication, interpersonal, and active listening skills.
- Ability to motivate and manage a remote team.
- Experience in customer service training and development is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Lead
80200 Nairobi, Nairobi
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dynamic and motivated Customer Support Lead to manage their customer service and helpdesk operations. This role requires a leader who can guide a team, ensure high levels of customer satisfaction, and contribute to the improvement of support processes. While the company operates a hybrid work model, this specific position requires a candidate comfortable with a blend of remote and in-office work.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Manage the scheduling and allocation of team resources to meet service level agreements (SLAs).
- Contribute to the knowledge base and training materials for the support team.
- Act as a point of escalation for complex customer issues.
- Collaborate with other departments to address customer needs and improve product/service offerings.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service or a helpdesk environment, with at least 1-2 years in a supervisory or lead role.
- Proven ability to lead and motivate a team.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple tasks and priorities effectively.
- Familiarity with remote and hybrid work environments is beneficial.
- Must be legally authorized to work in Kenya and willing to work a hybrid schedule.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Specialist
00200 Njiru Village
KES50000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a growing technology services provider, is looking for a dedicated Customer Support Specialist to join their team. In this hybrid role, you will be a primary point of contact for customers, providing timely and effective solutions to their inquiries and technical issues. Your responsibilities will include answering customer calls, responding to emails and live chat messages, troubleshooting common software and hardware problems, and escalating complex issues to higher technical support tiers when necessary. You will be expected to maintain accurate records of customer interactions and resolutions in the CRM system, and contribute to the development of knowledge base articles and FAQs. A key part of this role is ensuring a positive customer experience through empathetic communication and efficient problem-solving. You will also play a role in identifying recurring customer issues and providing feedback to product development teams for service improvement. The ideal candidate will have a passion for customer service, excellent communication and interpersonal skills, and a patient and positive attitude. Prior experience in a customer service or technical support role is a strong asset. Proficiency with customer relationship management (CRM) software and basic troubleshooting skills are required. You will need to be comfortable working both remotely and from our office in Ongata Rongai. This is a fantastic opportunity to grow within a supportive team environment and make a real difference in customer satisfaction.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist
00100 Makongeni
KES70000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, offering the flexibility to work from home and contribute to customer satisfaction from anywhere. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a passion for problem-solving. You will be responsible for responding to customer inquiries via various channels, including email, phone, and chat, addressing their questions, troubleshooting issues, and providing accurate information about products and services. Key duties include resolving customer complaints efficiently and effectively, maintaining detailed records of customer interactions, and escalating complex issues to the appropriate departments when necessary. You will also be involved in gathering customer feedback to help improve products and services. Our client values individuals who are proactive, possess strong organizational skills, and are committed to delivering a positive customer experience. The ability to work independently, manage time effectively, and maintain a high level of professionalism in a remote environment is essential. You will be part of a supportive team that is focused on ensuring customer loyalty and satisfaction. This is an excellent opportunity to utilize your customer service skills to make a real difference, build strong customer relationships, and grow your career in a rewarding, remote-first role. Your contribution will be vital in maintaining our client’s reputation for excellent customer care. We are looking for individuals who are great listeners, empathetic communicators, and are adept at finding solutions to customer challenges, ensuring every interaction is a positive one.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via email, phone, and chat in a timely manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues and complaints effectively.
- Maintain detailed records of customer interactions and transactions.
- Escalate complex issues to senior support or relevant departments.
- Gather customer feedback and report insights to improve services.
- Ensure a high level of customer satisfaction with every interaction.
- Follow communication procedures, guidelines, and policies.
- Identify opportunities to upsell or cross-sell products/services when appropriate.
- Contribute to the team's success through collaboration and knowledge sharing.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support or client service experience.
- Excellent communication, listening, and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and empathy when dealing with customer issues.
- Proficiency with CRM software and helpdesk systems.
- Ability to work independently and manage workload in a remote setting.
- Strong typing skills and computer literacy.
- Adaptability and willingness to learn new products and procedures.
- Positive attitude and a commitment to customer satisfaction.
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6
Customer Support Lead
40101 Moiben
KES85000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Customer Support Lead to guide and manage their customer service team. This is a fully remote position, offering you the flexibility to lead your team and support customers from any location. You will be responsible for ensuring exceptional customer service delivery, resolving complex customer issues, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess excellent leadership, communication, and problem-solving skills, with a proven ability to manage and motivate a remote support team. You should have a deep understanding of customer service best practices and experience with CRM and helpdesk software. Key responsibilities include training and mentoring customer support representatives, monitoring service performance, identifying areas for improvement, and developing standard operating procedures. You will also handle escalated customer complaints, analyze customer feedback, and collaborate with other departments to address systemic issues. This role requires a proactive approach to customer engagement and a commitment to building positive customer relationships. You must be adept at managing multiple priorities, making sound decisions under pressure, and fostering a positive and productive remote work environment for your team. If you are a customer-centric leader passionate about delivering outstanding service and driving team success in a remote setting, we encourage you to apply. This role is based in **Garissa, Garissa, KE** but is fully remote.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Lead
00200 Njiru Village
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a fast-growing tech company, is seeking a proactive and customer-centric Customer Support Lead to guide their support team. This role offers a hybrid work arrangement, blending remote flexibility with essential in-office collaboration. You will be responsible for overseeing the daily operations of the customer support department, ensuring prompt and effective resolution of customer inquiries and issues across various channels. Your duties will include training and mentoring support agents, developing and refining support processes, and analyzing customer feedback to identify areas for improvement. The ideal candidate will have proven experience in customer service management, exceptional problem-solving skills, and a strong understanding of customer support best practices. You should be adept at conflict resolution and possess excellent communication and interpersonal skills. Proficiency in CRM software and helpdesk ticketing systems is essential. You will play a key role in fostering a positive customer experience, ensuring customer satisfaction and loyalty. This position requires strong organizational skills and the ability to motivate and lead a team effectively. You will be responsible for managing support escalations and ensuring adherence to service level agreements. This is an exciting opportunity to contribute to a company that values exceptional customer service and offers a collaborative work environment with opportunities for professional growth. You will be instrumental in shaping the customer support strategy and driving customer satisfaction.
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8
Customer Support Specialist
20117 Nyeri Town
KES70000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their growing team in **Nyeri, Nyeri, KE**. This is a hybrid role, requiring a mix of in-office and remote work, offering a balance of collaboration and flexibility. As a Customer Support Specialist, you will be the primary point of contact for our customers, providing exceptional assistance and resolving inquiries efficiently and professionally. Your responsibilities will include answering incoming calls, responding to emails, and managing customer support tickets across various platforms. You will actively listen to customer needs, troubleshoot issues, and provide accurate information and solutions in a timely manner. Building and maintaining strong customer relationships is paramount, and you will strive to exceed customer expectations with every interaction. This role requires excellent communication skills, both written and verbal, along with a patient and friendly demeanor. You should be adept at explaining technical information in a clear and concise way. The ability to work independently, manage time effectively, and multitask in a fast-paced environment is crucial. You will be expected to document customer interactions accurately, update customer records, and escalate complex issues to the appropriate departments. Continuous learning and staying updated on product knowledge and support procedures are essential. Join our client's supportive team and contribute to their commitment to outstanding customer service. This position offers opportunities for growth and development within the customer service field.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat.
- Troubleshoot and resolve customer issues effectively.
- Provide accurate product and service information.
- Maintain detailed records of customer interactions.
- Escalate unresolved issues to appropriate teams.
- Follow communication guidelines and protocols.
- Identify and communicate trends in customer inquiries.
- Process orders, forms, and applications as needed.
- Contribute to team efforts and achieve customer satisfaction goals.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and active listening skills.
- Strong problem-solving and multitasking abilities.
- Proficiency with CRM systems and helpdesk software.
- Ability to remain calm and professional in high-pressure situations.
- Familiarity with basic IT troubleshooting.
This advertiser has chosen not to accept applicants from your region.
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