Customer Support Executive Job in Kenya

 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

Reports to: the COO,
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.


  • 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.


  • 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 by 13th May, 2024