Key Responsibilities: 

 Customer Interaction: 

• Respond promptly to customer inquiries via phone, email, live chat, and social media. 
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution. 
• Maintain a positive, empathetic, and professional attitude toward customers always. 

Problem Resolution: 

• Identify and assess customers’ needs to achieve satisfaction. 
• Troubleshoot and resolve customer issues accurately and efficiently. 
• Escalate unresolved issues to the appropriate departments or management. 

Product Knowledge: 

• Develop a deep understanding of the company’s products and services. 
• Stay updated with product changes and enhancements to provide accurate information. 

Documentation and Reporting: 

• Document all customer interactions, inquiries, and complaints in the CRM system. 
• Prepare and maintain detailed records of customer interactions and transactions. 
• Provide feedback on the efficiency of the customer service process. 

Team Collaboration: 

• Collaborate with other team members to ensure consistent and high-quality customer service. 
• Participate in team meetings, training sessions, and ongoing professional development. 
• Sales. Respond to all sales inquiries and generate applications from the inquiries. 

What you will need:

Education: 

• Diploma or equivalent; a college degree in Business Administration, or related field is preferred. 

Experience: 

• Previous customer service experience is preferred. 

Skills: 

• Excellent communication and interpersonal skills. (Both English and Kiswahili) 
• Strong problem-solving abilities and attention to detail. 
• Proficiency in using customer service software, databases, and tools. 
• Ability to handle stressful situations and difficult customers with patience and professionalism. 
• Good organizational and time management skills. 
• Speed.  
• Good typing skills