Customer Service Representatives at R4Kenya

Job Description

• Customer Support: Respond to customer inquiries via phone, email, chat, or other communication channels in a prompt and courteous manner.
• Technical Troubleshooting: Assist customers with basic technical issues related to hardware, software, and other IT products. Escalate complex issues to the appropriate technical support teams when necessary.
• Product Knowledge: Maintain a deep understanding of the company’s products and services to provide accurate information and solutions to customers.
• Issue Resolution: Track and document customer issues using a ticketing system, ensuring all cases are resolved in a timely manner and follow-up is conducted as needed.
• Customer Education: Provide customers with guidance on product features, best practices, and troubleshooting steps to enhance their user experience.
• Feedback Collection: Gather customer feedback and communicate it to relevant departments to help improve products, services, and customer experience.
• Process Adherence: Follow company procedures and guidelines for customer service, including escalation protocols, privacy policies, and data protection regulations.
• Continuous Learning: Stay up-to-date with new product releases, industry trends, and advancements in technology to provide the best possible support to customers.

Qualifications

• Education: High school diploma or equivalent (required). An associate or bachelor’s degree in IT, Computer Science, or a related field (preferred).
• Experience: Previous experience in a customer service role, especially in an IT or technical support environment (preferred).
• Technical Skills: Basic understanding of IT systems, networking, software, and hardware. Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce).
• Communication Skills: Excellent verbal and written communication skills with a focus on clarity and customer satisfaction.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to remain calm under pressure.
• Interpersonal Skills: Patience, empathy, and the ability to handle difficult situations professionally.
• Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.