Customer Service Agent

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.