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Customer Service Representatives at

3 months ago

Nairobi, Nairobi Area, Kenya R4Kenya Full time
The leading recruitment & training firm, specializing in the placement of candidates with clients around the world.

Responsibilities

Customer Support:
Respond to customer inquiries via phone, email, chat, or other communication channels in a prompt and courteous manner.

Technical Troubleshooting:
Assist customers with basic technical issues related to hardware, software, and other IT products. Escalate complex issues to the appropriate technical support teams when necessary.

Product Knowledge:
Maintain a deep understanding of the company's products and services to provide accurate information and solutions to customers.

Issue Resolution:

Track and document customer issues using a ticketing system, ensuring all cases are resolved in a timely manner and follow-up is conducted as needed.


Customer
Education:
Provide customers with guidance on product features, best practices, and troubleshooting steps to enhance their user experience.

Feedback Collection:
Gather customer feedback and communicate it to relevant departments to help improve products, services, and customer experience.

Process Adherence:
Follow company procedures and guidelines for customer service, including escalation protocols, privacy policies, and data protection regulations.

Continuous Learning:

Stay up-to-date with new product releases, industry trends, and advancements in technology to provide the best possible support to customers.

Qualifications

Education:
High school diploma or equivalent (required). An associate or bachelor's degree in IT, Computer Science, or a related field (preferred).

Experience:
Previous experience in a customer service role, especially in an IT or technical support environment (preferred).

Technical Skills:
Basic understanding of IT systems, networking, software, and hardware. Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce).

Communication Skills:
Excellent verbal and written communication skills with a focus on clarity and customer satisfaction.

Problem-Solving:
Strong analytical and troubleshooting skills with the ability to remain calm under pressure.

Interpersonal Skills:
Patience, empathy, and the ability to handle difficult situations professionally.

Time Management:
Ability to prioritize tasks and manage time effectively in a fast-paced environment.