Customer Success Executive

Key Responsibilities

Customer Support & Interaction

·       Serve as the first point of contact for customers via phone, email, chat, and in-person interactions.

·       Respond promptly to customer inquiries and ensure all issues are resolved within agreed timelines.

·       Maintain a high level of product and service knowledge to provide accurate information and guidance.

·       Handle customer complaints professionally and escalate complex issues to relevant departments.

Client Satisfaction & Retention

·       Monitor customer satisfaction and proactively build positive client relationships.

·       Conduct follow-ups with customers to confirm resolution and satisfaction.

·       Identify recurring customer concerns and propose service improvements.

Service Quality & Communication

·       Document all customer interactions, feedback, and resolutions in the CRM/ticketing system.

·       Maintain clear, courteous, and professional communication at all times.

·       Provide clients with updates on new products, features, and relevant changes.

·       Report and escalate pending cases to the relevant departments.

Internal Collaboration & Feedback

·       Work closely with technical support, compliance, operations, and product teams to relay customer feedback.

·       Participate in product knowledge sessions and contribute insights for service improvement.

·       Share recurring issues to support product enhancements and process improvements.

Reporting & Process Improvement

·       Track customer service metrics (response time, resolution time, customer satisfaction).

·       Assist in creating knowledge base articles, FAQs, and service scripts.

·       Recommend and support the implementation of customer experience improvement initiatives.

Qualifications & Skills

·       Diploma or Degree in Business, Communication, IT, or a related field.

·       Previous experience in customer support, customer success, or a call center role is an added advantage.

·       Excellent communication and interpersonal skills.

·       Strong problem-solving skills and ability to handle customer complaints professionally.

·       Computer proficiency and experience with CRM/ticketing systems is a plus.

·       Ability to multitask, prioritize, and work under minimal supervision.

What We Offer

·       A dynamic and fast-growing work environment.

·       Opportunity to grow within the company.

·       Competitive remuneration package.

How to Apply

Interested candidates are invited to submit their CV and cover letter outlining their suitability for the role to careers@orchidhr.co.ke by 20th Feb 2026.