Customer Service Representative

Full Time
  • Full Time
  • Nairobi

M-Gas Kenya

Customer Service Representative

Employer: M-Gas Kenya
Type: Full-time
Minimum Experience: 1 Year
Location: Nairobi
Positions: 1
Department: Customer Experience

About the Job

As a Customer Service Representative at M-Gas Kenya, you’ll be at the forefront of our commitment to exceptional customer service. Your role will involve providing timely and helpful support to our valued customers, addressing their inquiries, concerns, and issues with professionalism and efficiency.

Duties & Responsibilities

1. Respond to Customer Inquiries:

  • Engage with customers in person, over the phone, and online, promptly addressing their queries and concerns.

2. Issue Resolution:

  • Take ownership of customer issues, ensuring swift resolution and satisfaction.

3. Record Keeping:

  • Maintain accurate records of customer interactions in our CRM system and other relevant platforms.

4. Complaint Handling:

  • Acknowledge and resolve customer complaints in a timely manner, aiming for swift resolution and customer satisfaction.

5. Order Processing:

  • Process customer orders, applications, and requests efficiently and accurately.

6. Record Maintenance:

  • Ensure that customer records are updated and maintained accurately.

7. Reporting:

  • Compile and distribute daily reports on customer product usage and credit utilization.

8. Customer Follow-up:

  • Proactively follow up with customers to ensure they are satisfied with our products and services.

9. Incident Reporting:

  • Identify and report any computer systems incidents to the relevant technical teams and managers.

10. Process Improvement:

  • Provide insights and recommendations to enhance customer service processes and business systems.

11. Scheduling:

  • Coordinate and prepare schedules for customer visits by our Technicians and Sales representatives as needed.

12. Additional Responsibilities:

  • Undertake any other duties assigned by Management to ensure smooth operations.

Personal Attributes

  • Commitment: Demonstrate a solid understanding and commitment to the company’s core values.
  • Communication: Possess excellent verbal and written communication skills, adept at interacting with customers professionally.
  • Team Player: Display a positive attitude and collaborate effectively with colleagues.
  • Reliability: Be punctual and reliable in meeting job responsibilities.
  • Multitasking: Ability to thrive in a fast-paced environment and manage multiple tasks efficiently.

Academic Qualifications

  • University Degree or Higher Diploma

Skill Qualifications

  • Communication Skills: Expert level


  • Resume: Mandatory
  • Academic Certificates: Mandatory
  • Copy of National ID Card / Passport: Mandatory

Please ensure all documents are provided in English.




Expert Tips To Be A Successful Applicant for Customer Service Representative

  1. Master Communication Skills: Effective communication is key in this role. Practice active listening and articulate your thoughts clearly and concisely during interviews.
  2. Highlight Problem-Solving Abilities: Showcase instances where you successfully resolved customer issues or conflicts, demonstrating your problem-solving skills.
  3. Familiarize Yourself with CRM Systems: Being proficient with Customer Relationship Management (CRM) software can give you an edge. Familiarize yourself with popular platforms.
  4. Demonstrate Empathy: Customers appreciate empathy. Share stories where you empathized with customers’ concerns and provided satisfactory solutions.
  5. Stay Updated on Industry Trends: Research current trends in customer service and share your insights during interviews to demonstrate your commitment to continuous learning.
  6. Showcase Flexibility: Customer service roles often require adaptability. Share examples of how you successfully handled unexpected situations or changes in the workplace.
  7. Emphasize Teamwork: Highlight instances where you collaborated with team members to improve processes or enhance customer satisfaction.
  8. Be Prepared for Behavioral Questions: Practice responses to common behavioral interview questions, focusing on situations relevant to customer service.
  9. Display Enthusiasm: Express genuine enthusiasm for the role and the company during interviews to convey your passion for delivering excellent customer service.
  10. Follow Up After Interviews: Send a thank-you email after interviews to express gratitude and reiterate your interest in the position.


[Your Name]
[Your Address]
[City, State, Zip Code]
[Your Email Address]
[Your Phone Number]


Hiring Manager
M-Gas Kenya
[Nairobi Address]

Dear Hiring Manager,

I am writing to express my interest in the Customer Service Representative position at M-Gas Kenya, as advertised. With a solid background in customer service and a passion for delivering exceptional experiences, I am confident in my ability to contribute effectively to your team.

During my previous role at [Previous Company], I honed my communication skills and developed a knack for problem-solving, allowing me to handle various customer inquiries and concerns with ease. I am adept at navigating CRM systems and thrive in fast-paced environments where multitasking is essential.

I am particularly drawn to M-Gas Kenya’s commitment to providing sustainable energy solutions and exemplary customer service. I am excited about the opportunity to contribute to your mission and leverage my skills to ensure customer satisfaction and business success.

Enclosed is my resume, which provides further details about my qualifications and experiences. I am enthusiastic about the possibility of joining your team and would welcome the opportunity to discuss how my background, skills, and passions align with the needs of M-Gas Kenya.

Thank you for considering my application. I look forward to the possibility of discussing this exciting opportunity with you.

[Your Name]

Frequently Asked Questions

1. What are the working hours for this position?

  • The working hours for the Customer Service Representative role at M-Gas Kenya are [insert hours].

2. Is there room for career growth within the company?

  • Yes, M-Gas Kenya values professional development and offers opportunities for career advancement based on performance and merit.

3. How does the company support employee well-being?

  • M-Gas Kenya prioritizes employee well-being through various initiatives, including health insurance coverage, wellness programs, and flexible work arrangements.

4. What training programs are available for new hires?

  • New hires undergo comprehensive training programs to familiarize themselves with company policies, procedures, and systems, ensuring they are equipped to excel in their roles.

5. Are there opportunities for remote work or telecommuting?

  • While the primary role of a Customer Service Representative involves on-site duties, M-Gas Kenya may offer remote work options in certain circumstances, subject to management approval.

6. How does the company handle customer feedback and suggestions?

  • M-Gas Kenya values customer feedback and actively seeks input to improve its products and services. Feedback is collected through various channels and carefully evaluated to drive continuous improvement.

7. What performance metrics are used to evaluate employee performance?

  • Employee performance is assessed based on various metrics, including customer satisfaction scores, response times, and adherence to company policies and procedures.

8. Is there a probation period for new hires?

  • Yes, new hires typically undergo a probationary period during which their performance and suitability for the role are evaluated.

9. What opportunities are available for ongoing training and development?

  • M-Gas Kenya offers ongoing training and development opportunities, including workshops, seminars, and online courses, to support employee growth and skill enhancement.

10. What is the company’s approach to diversity and inclusion?

  • M-Gas Kenya is committed to fostering a diverse and inclusive workplace where all employees are valued and respected. We believe that diversity enriches our company culture and drives innovation.

Possible Customer Service Representative Interview Questions With Answers

1. How do you handle irate customers?

  • Answer: When dealing with irate customers, I remain calm and empathetic. I listen actively to understand their concerns, apologize for any inconvenience, and work collaboratively to find a resolution that meets their needs. For example, in my previous role, I had a customer who was dissatisfied with a delayed delivery. I acknowledged their frustration, offered a sincere apology, and expedited the delivery process to ensure a positive outcome.

2. Can you describe a situation where you went above and beyond to assist a customer?

  • Answer: Certainly. In one instance, a customer contacted us with a technical issue they were facing with our product. After troubleshooting, I realized that the problem required onsite assistance. Despite it being after hours, I volunteered to visit the customer’s location and resolve the issue personally. This proactive approach not only resolved the customer’s problem promptly but also strengthened our relationship with them.

3. How do you prioritize tasks when handling multiple inquiries simultaneously?

  • Answer: Prioritization is key in such scenarios. I assess the urgency and impact of each inquiry, addressing critical issues first while ensuring timely responses to others. Utilizing tools like CRM systems helps me track and manage tasks efficiently, ensuring no inquiry is overlooked. For instance, during peak periods, I prioritize urgent inquiries related to service disruptions or critical issues to minimize customer inconvenience.

4. How do you ensure accuracy when entering customer data into systems?

  • Answer: Accuracy is paramount when handling customer data. I double-check all information entered into our CRM system to ensure its completeness and correctness. Additionally, I regularly update and verify customer records to maintain data accuracy. In my previous role, I implemented a routine data validation process, reducing errors and enhancing the reliability of our customer database.

5. How do you handle confidential customer information?

  • Answer: Confidentiality is a top priority in customer service. I strictly adhere to company policies regarding data protection and privacy. I ensure that sensitive customer information is handled securely and only accessed on a need-to-know basis. For example, I always verify the identity of individuals requesting confidential information and refrain from discussing sensitive details in public or over unsecured channels.

6. Can you share an example of a time when you successfully upsold or cross-sold a product or service to a customer?

  • Answer: Certainly. In a previous role, I identified an opportunity to upsell a complementary product to a customer who had recently purchased our basic service package. By highlighting the additional benefits and value proposition of the upgrade, I successfully convinced the customer to opt for the premium package, resulting in increased revenue for the company while enhancing the customer’s experience.

7. How do you handle constructive feedback from supervisors or colleagues?

  • Answer: I welcome constructive feedback as an opportunity for growth and improvement. I listen attentively to feedback, reflect on areas for development, and take proactive steps to address any identified shortcomings. For instance, if a supervisor provides feedback on improving my communication skills, I actively seek opportunities to practice and refine my communication techniques to enhance my performance.

8. How do you stay motivated during challenging situations or busy periods?

  • Answer: I maintain a positive mindset and focus on the bigger picture, reminding myself of the impact my work has on customer satisfaction and the success of the organization. Additionally, I prioritize self-care and stress-management techniques, such as taking short breaks, practicing mindfulness, and seeking support from colleagues when needed, to stay motivated and resilient during challenging times.

9. Can you describe a time when you successfully resolved a complex customer issue?

  • Answer: Certainly. I encountered a complex customer issue involving a billing discrepancy that had persisted for several months. After conducting a thorough investigation, I identified the root cause of the problem and collaborated with relevant departments to rectify the error. By keeping the customer informed throughout the resolution process and offering compensation for the inconvenience, I was able to resolve the issue satisfactorily and regain the customer’s trust.

10. How do you handle situations where you don’t have an immediate solution to a customer’s problem?

  • Answer: In such situations, I acknowledge the customer’s concerns and assure them that I will escalate the issue to the appropriate team or supervisor for further investigation. I provide a realistic timeline for resolution and ensure regular updates to the customer until a solution is reached. For instance, if faced with a technical issue beyond my expertise, I promptly escalate it to our technical support team, ensuring the customer receives timely assistance and updates on the progress of their inquiry.

At M-Gas Kenya, we are dedicated to attracting and retaining the best talent from diverse backgrounds. We believe in equal opportunities for all and do not charge any application or recruitment fees, whether refundable or not. We wish you the best in your application process and invite you to explore opportunities to join our team in creating a sustainable energy future.

Rough Salary Range Estimate: Competitive salary commensurate with experience.

Thank you for considering a career with M-Gas Kenya.


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