Customer Support Specialist
Title: Customer Support specialist,Industry: Telecommunication,Location: Nairobi,Our client is a leading internet service providing company. They are looking to hire a Customer Support Specialist to assist their customers with technical problems when using their services. Your responsibilities as a Customer Support Specialist responsibility will include resolving customer queries, recommending solutions and guiding product users through features and functionalities.Key ResponsibilitiesIdentify customer needs and help customers use specific features of the services we offer.Analyse and report service malfunctions and repeatedly complain of service failure.Update our internal databases with information about technical issues and useful discussions with customers about their experience.Monitor customer complaints on WhatsApp and texts 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 on time.Gather customer feedback and share with our Product, Sales and Marketing teams as well as management.Maintain client records related to invoicing and bill payment. All amounts due for each client every month. This should tally with their chosen package in the ERP.Assist in training junior Customer Support Representatives. Create and provide a prioritized list of clients to be invoiced every end of month to the finance team.Draft and distribute monthly reports of invoicing and billing metrics for all clients.Key Skill and QualificationsBSc in Information Technology or relevant diploma.Minimum of 1 year Experience as a Customer Support Specialist or similar CS role.Experience using help desk software and remote support tools.Familiarity with a similar industry is a plus.Understanding of how CRM systems work.Excellent communication and problem-solving skills.Multi-tasking abilities.Patience when handling tough cases.Excellent communication in English and Swahili.Preferred age 24-30 YearsHow to ApplyIf you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Customer Support specialist) to email@example.com before 7th April 2023.
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