Title: Customer Support specialist,
Industry:
Telecommunication,
Location: Nairobi,
Our client is a leading internet service providing company. They
are looking to hire a Customer Support Specialist to assist their customers
with technical problems when using their services. Your responsibilities as a
Customer Support Specialist responsibility will include resolving customer
queries, recommending solutions and guiding product users through features and
functionalities.
Key Responsibilities
- Identify customer needs and help customers use
specific features of the services we offer.
- Analyse and report service malfunctions and
repeatedly complain of service failure.
- Update our internal databases with information about
technical issues and useful discussions with customers about their
experience.
- Monitor customer complaints on WhatsApp and texts
and reach out to provide assistance.
- Share feature requests and effective workarounds
with team members.
- Inform customers about new features and
functionalities.
- Follow up with customers to ensure their technical
issues are resolved on time.
- Gather customer feedback and share with our Product,
Sales and Marketing teams as well as management.
- Maintain client records related to invoicing and
bill payment. All amounts due for each client every month. This should
tally with their chosen package in the ERP.
- Assist in training junior Customer Support
Representatives.
- Create and provide a prioritized list of
clients to be invoiced every end of month to the finance team.
- Draft and distribute monthly reports of invoicing
and billing metrics for all clients.
Key Skill and
Qualifications
- BSc
in Information Technology or relevant diploma.
- Minimum
of 1 year Experience as a Customer Support Specialist or similar CS role.
- Experience
using help desk software and remote support tools.
- Familiarity
with a similar industry is a plus.
- Understanding
of how CRM systems work.
- Excellent
communication and problem-solving skills.
- Multi-tasking
abilities.
- Patience
when handling tough cases.
- Excellent
communication in English and Swahili.
- Preferred
age 24-30 Years
How To
Apply
If
you are up to the challenge, possess the necessary qualification and
experience; please send your CV only quoting the job title on the email subject
(Customer Support specialist) to mohamed@evernet.co.ke before 7th April 2023.
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