Job Title: Customer Support Executive
Hiring Organization: Corporate
Staffing
Location – Locality: Nairobi
Location – Region: Kenya
Industry: ISP
Job Type: Full
Time
Salary: KES
Date Posted: 05/07/2024
Location: Ruiru,
Gross Salary: Ksh 35-40K,
Our
client is a Start-up in the ISP space and they are looking to hire a Client
Support Executive. The successful candidate will ensure client satisfaction,
address technical issues, and maintain strong customer relationships. You will
be required to have a combination of technical knowledge, communication skills,
and a dedication to delivering exceptional customer service.
Responsibilities:
- Respond
promptly and professionally to customer inquiries via email, chat, phone,
or other communication channels.
- Assist
customers with product-related questions, technical issues, and
troubleshooting.
- Diagnose
and resolve technical issues and challenges reported by customers.
- Escalate
complex problems to senior support staff or developers when necessary.
- Develop
and maintain a deep understanding of the company’s products and services.
- Stay
up-to-date with product updates, features, and technical specifications.
- Contribute
to the creation and maintenance of customer support documentation, FAQs,
and knowledge base articles.
- Ensure
that customers have access to self-help resources.
- Provide
training and guidance to customers on using the company’s software, tools,
and platforms effectively.
- Log
and track customer support requests and issues using a ticketing system.
- Generate
reports on common customer issues and trends for continuous improvement.
- Gather
and document customer feedback and suggestions.
- Share
feedback with the product development team to influence product
improvements.
- Conduct
quality checks on support interactions to ensure consistency and adherence
to service standards.
- Advocate
for customers within the organization to address their needs and concerns.
- Collaborate
with other departments, such as sales and product development, to improve
the customer experience.
- Monitor
customer satisfaction levels and work to enhance overall customer
satisfaction.
- Follow
up with customers to ensure that issues are resolved to their
satisfaction.
Qualifications:
- Bachelor’s
degree in IT, Computer Science, Business, or Diploma in Business
Management, IT, Computer Science or a related field.
- Must
have at least 4 Years of proven experience in a Customer support or Call
Center role, preferably in the ISP and related industry.
- Strong
technical aptitude and the ability to learn company product.
- Excellent
communication and interpersonal skills, both written and verbal.
- Problem-solving
and analytical skills.
- Empathy
and a customer-centric mindset.
- Patience
and the ability to remain calm under pressure.
- Familiarity
with customer support systems.
How to
Apply:
If you
are up to the challenge and possess the necessary qualification and experience,
send your CV only quoting the job title on the email subject (Customer Support Executive – ISP) to vacancies@corporatestaffing.co.ke
by 13th May, 2024