Operation Customer Expert
AI summary
BrighterMonday Consulting is hiring an Operation Customer Expert in Mombasa to deliver professional internal and external customer support. The role involves resolving queries at first contact, logging cases on CRM, and meeting service level agreements. It is a full-time, entry-level position requiring a diploma and English proficiency.
- Full-time customer support role based in Mombasa
- Entry-level position open to diploma holders
- Salary range KSh 30,000 – 45,000
- Focus on first call resolution and CRM logging
- Requires English and standard 8 to 5 working hours
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 KSh 30,000 - 45,000. 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 sales, security, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in MombasaThe 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 Operation Customer Expert evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to BrighterMonday Consulting and the role in Mombasa.
- Add concrete examples related to sales, security, call_center, 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 Operation Customer Expert role in sales, security?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Mombasa under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research BrighterMonday Consulting before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- Operation Customer Expert - Mombasa
- BrighterMonday Consulting
- Customer Service & Support
- Yesterday
- Easy apply
- New
- Mombasa
- Full Time
- KSh
- 30,000 - 45,000
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- Job summary
- The Operation Customer Expert is responsible for providing professional and quality customer service both internally and externally.
- Min Qualification:
- Diploma
Experience
Level:
Entry level
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant
Location:
Kenya
Job descriptions &
preferably in a BPO sector
Previous
in customer service/Telesales is desirable
Great people skills
Should be flexible to work in shifts both day and night
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Knowledge and
in reading, analyzing, and interpreting reports and support procedures
Ability to present information effectively and respond to questions from management, peers and customers
Ability to handle service delivery and service assurance processes and structures in a large environment
Self-driven, customer centric and team player
Proactive and self – motivated
Physical Demands & Work Environment
While performing the duties of this job, the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, copy machine, calculator. Employee will regularly use a computer for extended periods of time.
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
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Important safety tips
Do not make any payment without confirming with the BrighterMonday Customer Support Team.
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Requirements
Job Summary / Overview
The Operation Customer Expert is responsible for providing professional and quality customer service both internally and externally. The Operation Customer Expert will be responsible for customer support at the designated touch point. The Operation Customer Expert must get full understanding of the customer's enquiry and attend to the customer, solving the issue and log it on CRM and all other systems as need be.
Key
RequirementsRequirements
Degree/Diploma in any related field
Proficiency in MS office, typing speed – 45 WPM
Competency in C1 English and excellent grammar skills
Minimum 2 years’
Responsibilities
and Accountabilities
Functional
Provide one-stop customer support for all services by responding to customer contacts within defined SLAs
Resolving all complaints, concerns and issues in a timely and diplomatic manner.
Conduct activities professionally
Demonstrate knowledge of service standards or service level agreements
Demonstrating knowledge of the impact of providing professional service to Customers.
Understanding the importance and impact of first call resolution (FCR)
Working with the Team leader on performance improvement as an individual and with the team as a whole
Ensuring complaints/concerns are resolved or escalated on time
Determining when a problem requires action from a higher level of authority
Participate in regular team meetings
Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up
Educate customers about terminology, features and
Understand and adhere to policies, guidelines and procedures about ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
Protect company assets, systems, proprietary and confidential information in accordance with the company's Confidentiality policy and Corporate Information Security Policies and Procedure
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and state/national
Benefits
of products in order to improve customer
Education
- and satisfaction.
- Updating client comments, complaints, reports and compliments on all relevant Systems
- The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needs
- Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases
- Take full ownership of customer cases that land and handover unresolved cases at end of day
- Confirm client information and update on existing database.
- Enhance customer loyalty and upsell accordingly.
- Record information on the reason for contact – service request, enquiry or complaints.
- Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.
- Standard General Security Roles and