Customer service representative

Position:

Customer Service Representative

Location:

Onsite – Nairobi, Kenya

About the Role

We are looking for a Customer Service Representative with a strong passion for people and service excellence. This role focuses on delivering high-quality customer support through phone calls and chat interactions in a fast-paced, high-volume contact center environment.

You will assist customers with inquiries related to products, services, order status, and general support. Strong communication skills, multitasking abilities, and attention to detail are essential to ensure an outstanding customer experience and build long-term customer relationships.

Key Responsibilities

• Handle customer inquiries via calls and chat regarding purchases, services, order status, and general support.
• Manage a high volume of interactions while maintaining professionalism and service quality.
• Provide accurate, clear, and timely information to customers.
• Build rapport quickly and deliver a positive, customer-focused experience.
• Use established communication templates to ensure consistency and efficiency.
• Accurately document all customer interactions in internal systems.
• Collaborate with team leads, quality, and training teams to meet performance standards.
• Adhere to assigned schedules, performance metrics, and operational guidelines.
• Maintain professionalism, courtesy, and empathy in all customer interactions.
• Demonstrate flexibility to work different shifts, including evenings and weekends.

Requirements

• English level: C1 (Advanced / Fluent).
• Minimum 1 year of customer service experience, in a contact center environment.
• Comfortable working in high-volume, fast-paced operations.
• Excellent verbal and written communication skills.
• Strong customer-oriented mindset with problem-solving abilities.
• Basic computer proficiency and ability to navigate multiple systems.
• Availability to work onsite in Nairobi, Kenya is mandatory.

What We Offer

Competitive compensation package (base salary + transportation allowance).

Paid training and continuous support.

Growth and development opportunities within a people-driven organization.

Collaborative, professional, and supportive work environment.