Customer Support Associate

5 days ago

Nairobi, Nairobi Area, Kenya Wingubox Ltd Full time 360,000 - 720,000 per year

Job Detail

  • Offerd Salary KES 45, /Month
  • Experience 4 Years
  • Industry Manufacturing
  • Qualification College Diploma

Job Description
Job Title:
Customer Support Associate (B2B)

Reports to:
Customer Experience Manager / Operations Manager

Paula Creations is a Human Resource Consulting firm that specializes in providing Training, Advisory, Human Resource Consultancy and Labor Relations advisory on all aspects of the employment relationship. We are hiring on behalf of our client, Absolute Scales. more about us here

About Our Client
Absolute Scales is a trusted provider of industrial weighing solutions, offering precision, reliability, and innovation to a wide range of industries. We design, supply, and maintain industrial scales and related systems that meet the demands of modern manufacturing and commercial operations.

We are seeking a
professional, dedicated, and autonomous Customer Support Associate (B2B)
to join our team and uphold our commitment to delivering outstanding service experiences.

Role Overview
The Customer Support Associate (B2B) will manage and nurture client relationships, ensuring seamless after-sales support and effective handling of customer queries. This individual will be responsible for providing technical and operational assistance to business clients, coordinating service requests, and maintaining accurate records using Salesforce CRM.

What You Will Do

  • Serve as the primary point of contact for B2B clients, ensuring timely and professional responses to inquiries, service requests, and product information.
  • Manage customer accounts and maintain detailed records through Salesforce CRM, ensuring data accuracy and efficient case resolution.
  • Coordinate with technical and field service teams to schedule maintenance, installations, and calibrations of industrial scales.
  • Track service delivery timelines and proactively communicate updates or delays to clients.
  • Handle customer complaints with professionalism, ensuring issues are escalated and resolved within agreed timelines.
  • Prepare and share customer reports, quotations, and service documentation as needed.
  • Collaborate with sales and operations teams to identify upsell or renewal opportunities.
  • Contribute to the continuous improvement of customer service processes and systems.

Qualifications

  • Diploma or Bachelors degree in Business Administration, Customer Service, or a related field.
  • 4-5 years of experience in B2B customer support, preferably within industrial equipment, manufacturing, or technology-related industries
  • Proven experience using Salesforce CRM for managing customer interactions and support workflows.
  • Excellent communication and problem-solving skills, with a customer-first mindset.
  • Ability to work autonomously while maintaining collaboration with internal teams.
  • Strong organizational skills and attention to detail.
  • Professional and proactive in client engagement.
  • Solution-oriented with strong ownership of tasks and outcomes.
  • Technically inclined with a good understanding of industrial or mechanical products
  • Capable of handling multiple client requests in a structured and timely manner.

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