Customer Service Representative – Westlands, Nairobi at Talent Grid Africa

Role Overview

• The Customer Service Representative will be responsible for delivering exceptional customer experience by managing client interactions across phone and email channels, resolving inquiries efficiently, and ensuring service excellence aligned with international standards.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and timely manner
• Respond to customer inquiries via phone and email with accuracy and clarity
• Manage customer accounts and update service records in CRM systems
• Follow up on outstanding accounts where applicable (debt collection exposure an advantage)
• Resolve customer complaints and escalate complex issues appropriately
• Maintain strong, long-term relationships with international clients
• Ensure adherence to service level agreements (SLAs) and company policies
• Meet individual and team performance targets (KPIs)
• Prepare and submit routine reports to supervisors
• Support continuous improvement in customer service delivery processes

Requirements

• Diploma or Bachelor’s degree in Business Administration, Finance, Communications, or related field
• 3–5 years of customer service experience in BPO, banking, telecommunications, or call center environments
• Strong exposure to structured customer handling processes in regulated industries (banking/financial services preferred)
• Excellent verbal and written communication skills with high fluency in English
• Strong problem-solving, interpersonal, and conflict resolution skills
• Ability to work effectively in a fast-paced, performance-driven environment
• High level of professionalism when dealing with international clients
• Certificate of Good Conduct (mandatory)
• Clean Credit Reference Bureau (CRB) record