Position: Customer Support Lead

Location: Nairobi.

Reporting to: Customer Service Manager

JOB PURPOSE & SUMMARY

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

KEY RESPONSIBILITIES AND DUTIES

• 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.
• Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.
• Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.
• Support employee development by providing detailed feedback.
• Identifying gaps in performance and knowledge for new and old team
• Submit relevant daily team performance reports as per the company standards.
• Capturing individual performance on the system and analyzing the same to ensure adherence to expected quality.
• Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.
• 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.

QUALIFICATIONS:

EDUCATION/KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree in marketing or      another business-related field or equivalent experience in a similar role.
• At least 5-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.