About Value Chain Factory
At Value Chain Factory, we foster a vibrant and inclusive culture where creativity thrives. Our team is driven by collaboration, innovation, and a shared passion for excellence. We believe in empowering our employees to take initiative and contribute their unique perspectives. With flexible work arrangements, ongoing professional development, and a commitment to work-life balance, we create an environment where everyone can grow and succeed together. Join us and be part of a community that values diversity, encourages open communication, and celebrates achievements!
Value Chain Factory is committed to fostering diversity and inclusion within its workforce. We encourage all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.
About the Job
The Customer Liaison is responsible for providing excellent customer support and engagement for an assigned VCF product. The role ensures clients and partners receive timely assistance, accurate information, and consistent communication. It contributes to customer satisfaction, retention and continuous improvement by feeding insights and feedback to the Head of Corporate Relations and relevant Product Teams.
Job Description
- Customer Support & Engagement
● Serve as the first point of contact for users and partners within the assigned product.
● Manage inquiries, issues, and feedback professionally and promptly.
● Guide customers through onboarding and system use.
● Maintain a positive, solution-oriented relationship with clients. - Product Knowledge & Feedback Management
● Understand your assigned product’s features, use cases, and updates.
● Collect and document client feedback and system issues.
● Escalate complex matters to Product, Engineering, or the Head of Corporate
Relations.
● Support in testing new product features or improvements. - Client Relationship Maintenance
● Build and maintain positive relationships with clients and partners.
● Ensure follow-ups are timely and outcomes are communicated clearly.
● Track user satisfaction and proactively identify potential issues.
● Share testimonials or success stories with the Corporate Relations and Marketing
teams. - Data, Reporting & Administration
● Keep accurate records of customer interactions and feedback.
● Submit weekly and monthly reports summarizing support activity and trends.
● Maintain updated contact lists for clients and partners.
● Support preparation of internal summaries and presentations. - Culture & Team Collaboration
● Participate in team meetings, training, and professional development.
● Collaborate with peers across departments for issue resolution.
● Uphold VCF’s partner-first values and communication standards.
● Contribute to a positive, respectful, and high-performance team culture.
Skills
- Data Analysis
- Report Writing
- IT Skills
- Excellent communication, presentation, and negotiation skills.
- Problem solving skills
Competencies
- Strong understanding of the Kenyan business landscape and its challenges
- Self-motivated, results-oriented, and able to work independently.
- Ability to build strong relationships and cultivate client trust.
- Proactive and eager to learn and adapt to new technologies
- Competency in Microsoft applications
Qualifications
- Bachelor’s degree in Business, IT, or a related field.
- 1+ years of experience in customer relations, account management, or client support, preferably in the software or technology sector.