Title:  Customer Support specialist,

Industry: Telecommunication,

Location: Nairobi,

Our client is a leading internet service providing company. They are looking to hire a Customer Support Specialist to assist their customers with technical problems when using their services. Your responsibilities as a Customer Support Specialist responsibility will include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

Key Responsibilities

  • Identify customer needs and help customers use specific features of the services we offer.
  • Analyse and report service malfunctions and repeatedly complain of service failure.
  • Update our internal databases with information about technical issues and useful discussions with customers about their experience.
  • Monitor customer complaints on WhatsApp and texts and reach out to provide assistance.
  • Share feature requests and effective workarounds with team members.
  •  Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved on time.
  • Gather customer feedback and share with our Product, Sales and Marketing teams as well as management.
  • Maintain client records related to invoicing and bill payment. All amounts due for each client every month. This should tally with their chosen package in the ERP.
  • Assist in training junior Customer Support Representatives.
  •  Create and provide a prioritized list of clients to be invoiced every end of month to the finance team.
  • Draft and distribute monthly reports of invoicing and billing metrics for all clients.

Key Skill and Qualifications

  • BSc in Information Technology or relevant diploma.
  • Minimum of 1 year Experience as a Customer Support Specialist or similar CS role.
  • Experience using help desk software and remote support tools.
  • Familiarity with a similar industry is a plus.
  • Understanding of how CRM systems work.
  • Excellent communication and problem-solving skills.
  • Multi-tasking abilities.
  • Patience when handling tough cases.
  • Excellent communication in English and Swahili.
  • Preferred age 24-30 Years

How to Apply

If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Customer Support specialist) to [email protected] before 7th April 2023.

Follow Us on Social Media