Position: Customer Support Agent

Location: Nairobi.

Reporting to: Customer Support Lead

JOB PURPOSE & SUMMARY

Our client who is in the high-tech space offering global technical services is looking for a Customer Support Agent to join their vibrant team in Nairobi.

KEY RESPONSIBILITIES AND DUTIES

• Handling online support requests by providing relevant product/service information to clients
• Respond to any queries and requests regarding emerging problems that our clients and stakeholders might face, with accuracy and efficiency.
• Responding to incoming calls and providing accurate, valid, and complete information to clients and other stakeholders using the right methods/tools within the stipulated timeframes.
• Respond to incoming chats and provide accurate/valid/complete informational updates to clients.
• Identify, organize, prioritize, and process user requests through the system.
• Collect and verify all user documents and information.
• Maintain a high level of professionalism to increase and maintain a high level of customer satisfaction.
• Various support tasks assigned as shall be assigned

QUALIFICATIONS:

EDUCATION/KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree in marketing or  another business-related field or equivalent experience in a similar role.
• At least 2-years’ experience in Customer Service related roles.

COMPETENCY AND TECHNICAL SKILLS

• Excellent communication (oral/writing) and presentation skills
• Excellent communication, creative, organizational, and decision-making skills.
• Self-driven, results-oriented, and positive team player.
• Ability to thrive in a  multitasking environment and can adjust priorities on the fly.
• Ability to respond promptly and prioritize workload effectively based on the needs of customers.
• Keen attention to detail and effective time management skills
• Eager to learn, adapt and collaborate at all levels.