Customer Service Representative

Our client in Nairobi is seeking a Customer Service Representative to join their team. The ideal candidate will be responsible for providing outstanding customer support by answering inquiries, resolving issues, and ensuring customer satisfaction across multiple communication channels.

Key Responsibilities:

• Respond to customer inquiries via phone, email, social media, or in-person
• Provide accurate information about products or services and resolve customer issues promptly
• Handle complaints professionally, ensuring swift resolution and customer satisfaction
• Record customer interactions, feedback, and complaints accurately in the system
• Follow up with customers to ensure their issues are fully resolved
• Collaborate with internal departments to address customer concerns effectively
• Maintain a high level of professionalism and empathy in all customer interactions
• Suggest improvements to enhance customer experience and service delivery
• Meet performance targets such as response time, resolution rate, and customer satisfaction

Qualifications and Requirements:

• Certificate, Diploma, or Degree in Customer Service, Business Administration, Communications, or a related field
• At least 2 years of experience in a customer service or front office role
• Excellent verbal and written communication skills
• Strong problem-solving skills and a positive attitude
• Ability to work in a fast-paced, customer-focused environment
• Proficient in Microsoft Office and basic computer applications
• Ability to remain calm and professional under pressure
• Fluency in English and Kiswahili is required; additional languages are an advantage