Customer Support Specialist

Job Summary

We are looking for a dedicated and customer‑focused Customer Support Executive to handle customer inquiries, resolve issues, and ensure a positive customer experience across multiple communication channels.

Key Responsibilities

• Handle customer queries via email, chat, phone, or ticketing systems
• Provide timely and accurate information to customers
• Resolve customer complaints effectively and professionally
• Escalate complex issues to the appropriate internal teams when required
• Maintain detailed and accurate records of customer interactions
• Follow company processes, quality standards, and SLAs
• Ensure customer satisfaction and retention
• Collaborate with cross‑functional teams to improve service quality

Required Skills & Qualifications

• Swahili language proficiency – Mandatory (written and verbal)
• Good command of English (written and verbal)
• Strong communication and interpersonal skills
• Excellent problem‑solving and customer‑handling abilities
• Basic computer knowledge and familiarity with MS Office / CRM tools
• Ability to multitask in a fast‑paced environment
• Willingness to work in shifts or weekends, if required
• Educational Qualification

Educational Qualification

• Graduate / Undergraduate (any stream)

Experience

• Candidates with 0–3 years of experience in Customer Support / BPO / Service roles

Preferred Skills

• Experience with CRM or ticketing tools
• Multilingual ability (added advantage)
• Prior experience in voice or non‑voice support
• Good typing speed and attention to detail

Work Location

• Onsite

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