Customer Service Agent

AI summary

Customer Service Agent position in Nairobi, full-time with 24/7/365 shift availability. Responsible for handling inbound/outbound calls, chats, and emails, resolving inquiries promptly. Requires fluency in English or English and Somali, and experience with CRM tools like Freshdesk, Zendesk or Zoho.

• Handle inbound/outbound calls, chats, and emails
• Availability for 24/7/365 shift work including weekends
• Must be fluent in English or English and Somali
• Experience with CRM tools like Freshdesk, Zendesk, Zoho required

Description

Find a Job + + + + Search Customer Service Agent Anonymous Employer Customer Service & Support 4 weeks 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 Reports to: Customer Service Manager Supervises: None Location: Nairobi 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 Responsibilities Customer Support Channels ● 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. General Responsibilities ● 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. Requirements ● Must be fluent in English or English and Somali(both spoken and written). ● Previous Experience with CRM tool such as Freshdesk, Zendesk, Zoho. ● 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. Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job Log in to apply now Continue with Google Continue with Linkedin Or continue with Forgot Password? Keep me logged in Log in Don't have an account? Sign Up to Apply Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Activate Notifications Stay productive - get the latest updates on Jobs & News Activate Deactivate Notifications Stop receiving the latest updates on Jobs & News Deactivate This action will pause all job alerts. Are you sure? Cancel Proceed Similar jobs Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago View More Stay Updated Join our newsletter and get the latest job listings and career insights delivered straight to your inbox. v2.homepage.newsletter_signup.choose_type Jobseeker Employer Email address * We care about the protection of your data. Read our Notify Me We care about the protection of your data. Read our privacy policy .