Customer Support Associate

About the role:

We are looking for Customer Support Associates to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

You might like this job if:

You have a desire to provide legendary customer experiences to our customers

You’re able to think on your feet and create systems, policies and processes that support scale

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:

Respond to customer queries in a timely and accurate way, via phone, email or chat

Identify customer needs and help customers use specific features

Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Update our internal databases with information about technical issues and useful discussions with customers

Monitor customer complaints on social media and reach out to provide assistance

Share feature requests and effective work arounds with team members

Inform customers about new features and functionalities

Follow up with customers to ensure their technical issues are resolved

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

Assist in training junior Customer Support Representatives during onboarding

Act as 1st line of support

Log all calls and chats through our CRM tools.

Preparing reports detailing bus booking activity or other relevant information related to reservations and various bus experiences + malfunctions.

Maintaining customer records such as contact information, travel history, and preferences

Resolve issues in a timely manner

Log cases and escalate where necessary.

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

Communicate with the stakeholders regarding the bus problems, booking problems on Jani , and any possible delays.

Requirements and skills

Our ideal candidate would have:

Education & Experience:

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

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. Additional knowledge and understanding of how CRM systems work

Multi-tasking abilities

Patience when handling tough cases

Quality assurance experience is an added plus

Proficiency Zendesk and/or Intercom or CRM (customer service tools).

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

Detail-oriented and positive attitude

Strong analytical, organizational, and time management skills

Good listening and reasoning skills

Industries:Renewables & Environment

Function: Others