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Customer Service Executive Job in Nairobi, Kenya

Vacancy: Customer Service Executive

Department: Digital Content

Location: Nairobi, Kenya

Starting date: Immediate

Who are we? Cellulant* is a mobile commerce company. We operate Africa’s number one mobile commerce network and aim to connect 100 million customers to our mobile commerce ecosystem.

We are the mobile commerce partner of choice and our goal is to connect all of our corporate customers, including top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, more services, and more value to their end consumers.

We do that by providing services like mobile banking, mobile payments, music, information services and other mobile related services.

Cellulant* was founded in 2003 and has currently operations in Kenya, Nigeria, Tanzania, Uganda, Rwanda, Ghana, Zimbabwe, Mozambique, Malawi, Zambia, Botswana and every year moving into new countries.

To be able to meet these aggressive growth expectations we need to grow our dynamic team.

We invite you to be part of that growth by submitting your application to the following role.

Customer Service Executive

She/he ensures that all customer service queries are responded to within 24hrs and customer delight is upheld


Call Handling & Email Escalations
  • Ensure all calls have been received and the customer has been assisted according to their queries
  • All calls should be handled in a professional manner
  • To ensure all phones have been switched on by 8Am in the morning
  • Emails are directed to the relevant department
  • Respond to all incoming emails within 30mins
  • For bank alerts - Inform the customers receiving the bank alerts to visit the respective banks for deactivation process and confirm to Safaricom Customers service agent that this has been done, within 30mins.

Service Delivery & Support
  • Support the business through attending to the customers on call or walk-ins (artist)
  • Customers complaints – subscriptions & unsubscriptions are properly done and within the TAT
  • Ensures artist are well educated on the services
  • Ensures the customers have full knowledge of our products and services (artist)
  • Ensure contracts are well signed and filed properly

Relationship Management
  • Ensure that our customers – artist during signing, meet the legal and regulatory requirements through liaison with the relevant parties – 100% compliance.
  • Ensure excellent coordination with peers and relevant departments
  • Attend to internal and external customers, and offer excellent service to build and strengthen existing and new relationships

Quality Assurance
  • CSE/CSR ensures that calls are of top quality: portray empathy, build rapport, display enthusiasm, warm, polite and friendly, proactive, use of customer language and maintain a Low AHT.
  • Reduce Churn rate and improve retention
  • Ensures customers have full knowledge of the product and services
  • Collect customer feedback for analysis and marketing activities

Reporting & Coordination
  • Provide daily report on the calls and customers attended to
  • Provide feedback on VOCs carried out
  • The Customer service on duty should send the call monitor to the supervisor by end of day
  • Fill in the mail template by the end of the month and send it to the supervisor.
  • Provide and adhere to the schedule

Who are you?

Required skills:
  • Diploma in Public Relations or relevant field
  • 2 years experience of customer service in a busy environment.
  • Excellent communication skills
  • Knowledge on digital content& Music
  • Ability to multitask, Handle demanding clients
  • Self-driven

What do we offer you? When working at Cellulant, you can expect to work on a diverse range of problems, with inspiring and creative colleagues.

You will have ample opportunities for growth and career development, and we highly value continuous learning.

We offer you a challenging position in which you will be rewarded for performance.

Apply now! Are you interested in this position and do you meet the minimum requirements?

Apply by sending an e-mail with your CV and a convincing cover letter to

The selection process entails an oral interview stage, followed by a case study presentation and a final interview.

The deadline for application is July 31, 2014.

Due to the high volume of applications received only shortlisted candidates will be contacted.

Do you have questions about this vacancy? Visit our website at

Please do not hesitate to contact us by e-mail or telephone: or 0202606696

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