Overview
- Experience: Previous Exp. Needed
- Min. Education level: Diploma
- Specialism: Business Studies / Customer Relations
- Deadline: Friday, September 12, 2025
Vacancy Description
Location: NAIROBI
STARTING DATE: IMMEDIATELY
Job Responsibilities
- Handle Live chat Tickets Respond promptly and professionally to customer inquiries via live chat Provide accurate information, resolve issues, and escalate complex cases as needed
- WhatsApp chats Engage with customers via WhatsApp, offering real-time assistance and support aligning with the company’s customer service standards
- Customer issue follow Up Provide timely updates to customers on the status of their queries and take ownership of unresolved issues by following up with customers until resolution is achieved
- Attaining the required Customer satisfaction rate. Deliver service that meets or exceeds the required customer satisfaction rate as measured by feedback surveys and internal performance metrics.
- Attain daily clearance and response rate below 3min Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp) and complete clearance of pending tickets daily
Requirements
- Degree or diploma in a Business related Course
- Experience in a similar role:Previous experience in a similar role involving live chats,
- Good Customer Service Skills:Ability to provide excellent service by understanding customer needs, offering timely solutions, and maintaining a positive, professional demeanor.
- Good communication skills:Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
- Problem solving skill:Ability to quickly analyze customer issues, identify the root cause, and provide effective solutions.
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