Customer Service Agent
AI summary
A full-time Customer Service Agent role based in Nairobi, handling inbound and outbound calls, online chats, and emails as part of a 24/7 support team. The position requires strong communication skills, CRM experience, and a customer-first mindset to resolve inquiries quickly and accurately.
- Full-time role in Nairobi with 24/7 shift schedule
- Handles calls, chats, and emails with strict response time targets
- Requires CRM experience such as Freshdesk, Zendesk, or Zoho
- English fluency required; Somali is an added advantage
- Reports to the Customer Service Manager
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Confidential. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, part_time, Customer Service AgentThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Agent evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Anonymous Employer and the role in Nairobi.
- Add concrete examples related to call_center, part_time, Customer Service Agent, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- BrighterMonday Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Agent role in call_center, part_time?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Anonymous Employer before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
- Customer Service Agent
- Anonymous Employer
- Customer Service & Support
- 1 month ago
- Easy apply
- Nairobi
- Full Time
- Confidential
- Share link
- Share on WhatsApp
- Share on LinkedIn
- Share on Facebook
- Share on Twitter
- Share via SMS
- Job summary
- The role requires strong communication skills, problem-solving abilities, and a customer-first mindset to ensure inquiries are resolved quickly and accurately while maintaining regulatory and operational standards.
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Nairobi, Kenya
- Job descriptions &
Requirements
Location: Nairobi
Reports to: Customer Service Manager
Supervises: None
Position Summary The Customer Service Agent is responsible for delivering exceptional customer support as part of a 24/7/365 service team. Acting as a key liaison between the company and its customers, the agent handles a high volume of inbound and outbound calls, online chats, and emails in a timely and professional manner. The role requires strong communication skills, problem-solving abilities, and a customer-first mindset to ensure inquiries are resolved quickly and accurately while maintaining regulatory and operational standards.
Key
● Must be fluent in English or English and Somali(both spoken and written).
● Previous
Responsibilities
- Online Chat: Respond to customer chats within 1 minute, ensuring each chat is resolved or closed if inactive/completed within 30 minutes.
- Email/Reviews: Respond to all emails and customer reviews within 1 hour.
- Phone Calls: Answer all assigned calls within 30 seconds. Ticket Handling
- Pending Tickets: Review your outstanding tickets (Waiting on Customer, Waiting on Third Party, Pending, In Progress, Call Customer) during your shift. Update and resolve those that have been actioned.
- Call Customer Tickets: Action these tickets daily between 12:00 PM and 10:00 PM (EAT), following the ticket handling procedures.
- Address customer queries, resolve complaints, and ensure a high level of customer satisfaction.
- Be available and active on Freshdesk, Slack, and any other designated systems during your shift.
- Assist customers with onboarding, registration, and transaction monitoring.
- Educate customers on company products, platform features, and services to enhance their experience.
- Maintain accurate and detailed records of all customer interactions and follow up on unresolved issues.
- Work flexible shifts as part of the 24/7/365 customer service schedule.
- Collaborate with global teams to improve customer service processes and best practices.
- Maintain a positive, professional, and empathetic company image in all interactions.
- Participate in ongoing training and development programs to enhance knowledge and skills.
- Perform any other duties assigned by management to support team and company objectives.
Experience
- Strong interpersonal and communication skills.
- Proactive, fast thinker, and confident working independently.
- A degree or equivalent work experience.
- A passion for accuracy and clarity of thought.
- Flexible nature and comfortable working shifts.