Customer Support Representative

You might like this job if:

You have a desire to provide exceptional customer experience

You’re able to think on your feet and collaborate with different teams

You’re ambitious, quick to learn new skills, and like to multitask

You want to create a cleaner, safer, and technologically advanced future for African cities.

Key Responsibilities:

Primary point of contact for all clients, you will own customer communications after acquisition

Receive and collate all customer queries, you will need to consume issues and feedback from multiple channels (phone, WhatsApp, email, ticketing)

Issue triage and initial diagnosis

Facilitate cross-functional problem solving within the company and help ensure that teams meet the SLAs

Maintain constant and consistent communication with the customer regarding open issues

Inform customers about new features and functionalities

Gather customer feedback and share with our Product, Sales and Marketing teams

Pro-actively communicate any interruptions in service to customers

Requirements and skills

Our ideal candidate would have:

Education & Experience:

Diploma in Customer Relationship Management or related course, Degree will be an added advantage.

Availability to rotate shifts (morning, afternoon and night 24hrs clock-shift)

Experience as a Customer Support Specialist or similar CS role

in a call center set-up

Familiarity with our industry is a plus

Experience using help desk software and remote support tools

Proficiency with spreadsheets, databases.

Multi-tasking abilities

Patience when handling tough cases

Quality assurance experience is an added plus

Meets strict deadlines.

Skills & Attitude

High proficiency in Microsoft Office, with emphasis on advanced skills in Excel

Very good knowledge of PowerPoint

Excellent interpersonal and communication skills

Excellent problem-solving skills

Fluent in Kiswahili and English, Kikuyu a plus

Detail-oriented and positive attitude

Strong analytical, organizational, and time management skills

Good listening and reasoning skills

Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills

Excellent interpersonal skills.

Industries:Renewables & Environment

Function: Others