Customer Support Associate

6 days ago

Nairobi, Nairobi Area, Kenya Kofa Full time $40,000 - $60,000 per year

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone, email or chat.
  • Identify customer needs and help customers use specific features.
  • Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
  • Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
  • Monitor customer complaints on social media 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.
  • Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
  • Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

  • Bachelor's degree or diploma in a related field.

Experience:

  • 2+ Experience as a Customer Support Associate or similar Customer Support role.
  • Understanding of working of CRM systems.
  • Familiarity with the mobility industry will be a plus.
  • Experience using help desk software and remote support tools.

Skills:

  • Excellent communication and problem-solving skills.
  • Patience when handling tough cases with customers or others.
  • Strong organizational and time-management skills.
  • Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

  • Willingness to travel to field locations as needed.
  • Flexibility to participate in on-call rotations.

What We Offer:

  • Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
  • A dynamic, collaborative, and entrepreneurial work environment.
  • Competitive salary and benefits package.
  • Professional development opportunities and career growth potential.
  • Hands-on experience in field operations within a growing industry.

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