Experienced Customer Service Agent

5 days ago

Nairobi, Nairobi Area, Kenya Zeplin Investments Ltd Full time $4,000 - $6,000 per year
About Us

Zeplin Investments Ltd is a leading Internet Service Provider (ISP) committed to delivering reliable connectivity and outstanding customer service. We pride ourselves on providing tailored solutions to our clients while maintaining the highest standards of operational excellence.

Position Overview

We are seeking a highly skilled and motivated Customer Service Agent to join our dynamic team. This role is pivotal in managing customer interactions, ensuring timely resolution of inquiries, and maintaining exceptional service standards. The ideal candidate will bring extensive experience in customer support, particularly in the ISP sector, and will contribute to both operational efficiency and customer satisfaction.

Key Responsibilities

  • Manage customer interactions through the CRM and Support Ticketing System, ensuring timely and effective resolution of issues.

  • Provide technical support for customers experiencing internet connectivity problems, offering clear and effective troubleshooting.

  • Deliver expert-level assistance by resolving complex customer service issues and technical queries.

  • Handle billing inquiries, process payments, and manage account adjustments accurately and professionally.

  • Educate customers on service plans, available upgrades, and any changes to their accounts or service terms.

  • Ensure all customer interactions comply with company policies, quality benchmarks, and regulatory standards.

  • Monitor the performance of junior support agents, providing coaching, feedback, and mentoring to uphold service excellence.

  • Maintain detailed and accurate documentation of all customer interactions, service issues, and resolutions.

  • Escalate unresolved issues to relevant internal departments, ensuring timely and satisfactory outcomes.

  • Proactively identify opportunities to improve customer satisfaction and retention by addressing potential service gaps.

  • Gather and analyze customer feedback to support continuous improvement initiatives across service operations.

  • Collaborate cross-functionally with departments including Sales, Technical Support, and Network Operations to deliver a seamless and cohesive customer experience.



Requirements

  • A minimum of a Diploma or Bachelor's degree in Business Administration, Communication, Public Relations, Information Technology or a related field.

  • Proven experience of 2-4 years in a customer service role, preferably within the ISP or telecommunications industry.

  • Strong technical acumen with the ability to troubleshoot internet connectivity effectively and related technical issues.

  • Proficiency in using CRM platforms and support ticketing systems.

  • Excellent communication, interpersonal, and conflict-resolution skills.

  • Ability to work both independently and collaboratively in a fast-paced environment.

  • Demonstrated leadership abilities, with experience mentoring or training junior customer service staff considered an advantage.

  • High level of attention to detail, with strong organizational and documentation skills.


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