Customer Service Assistant Job Opportunity in Nairobi, Kenya

Full Time


Customer Service Assistant Job Opportunity in Nairobi, Kenya

Position: Customer Service Assistant (Job Code: 2300005C)

Job Purpose: Delivering Exceptional Customer Experiences

Are you passionate about providing top-notch customer experiences? We are seeking a dedicated Customer Service Assistant to join our dynamic team. In this role, you will play a pivotal part in ensuring unparalleled customer satisfaction through exemplary service interactions. As a valuable member of our Contact Centre team, you’ll uphold our service strategy and standards, maintaining accessibility and availability to our cherished customers.

Key Responsibilities:

1. Elevate Performance Standards:

  • Uphold Contact Centre service excellence, guaranteeing high-level performance and support team adherence.
  • Sustain optimal service levels across Contact Centre operations.

2. Engage and Escalate:

  • Capture CRM interactions accurately, effectively handling escalations from initial stages and digital platforms.
  • Uphold best practices, ensuring our Customer experience metrics align with industry-leading contact centres.

3. Drive Service Enhancements:

  • Innovate service improvements and processes based on customer feedback, gleaned from comprehensive surveys.
  • Embrace business-specific processes and procedures, such as targeted email responses and efficient TAT adherence.

4. Master Digital Interactions:

  • Skillfully manage social media interactions on platforms including Facebook, Twitter, WhatsApp, Web chats, and Instagram.
  • Oversee bulk communications like SMS and Email, effectively maintaining online engagement.

5. Miscellaneous Responsibilities:

  • Adaptability is key – you may be assigned additional tasks to support evolving operational needs.

Qualifications and Skills Required:

  • Possession of a university degree in a field related to social sciences or business.
  • Proven experience in call centres and/or customer service roles.
  • Technical/Functional Competencies:
    • Discretion in handling confidential information.
    • Strong organizational prowess, adept at meeting deadlines.
    • Proficient in writing, analysis, and presentation skills.
    • Expertise in MS Word, PowerPoint, and Excel.
    • Record management proficiency.
    • Exceptional planning and organizational abilities.

Location: Nairobi, Kenya Job Type: Permanent, Full-time Shift: Day Job Application Deadline: August 28, 2023

Expert Tips To Be A Successful Applicant:

Are you ready to stand out during the application process? Here are some insider tips for aspiring candidates:

  1. Showcase Your Service Dedication: Highlight your passion for delivering exceptional customer experiences through tangible examples from your previous roles.
  2. Prioritize Confidentiality: Emphasize your ability to handle sensitive information discreetly and securely, showcasing your trustworthiness as a candidate.
  3. Organizational Excellence: Demonstrate your strong organizational and time management skills, emphasizing your capability to manage multiple tasks effectively.
  4. Tech-Savviness: Showcase your proficiency with essential software like MS Word, PowerPoint, and Excel, underlining your ability to leverage technology for better service.
  5. Engagement Mastery: If you have prior experience with social media engagement or bulk communication, make sure to highlight how you’ve excelled in these areas.

Join us in delivering exceptional customer experiences that drive satisfaction and loyalty. Apply now and take the first step towards a rewarding career as a Customer Service Assistant at our Nairobi-based Contact Centre.






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