Customer Service Representatives (RollPay Kenya) at Filmmakers Mart

The Customer Service Representatives will support RollPay clients across Kenya by resolving issues, providing top-tier customer service, and maintaining high levels of client satisfaction. This role is critical in maintaining positive client relationships and ensuring smooth operations of RollPay services.

Key Responsibilities

• Respond to customer inquiries and support requests via phone, email, or chat.
• Troubleshoot and resolve customer issues in a timely and professional manner, escalating complex issues when needed.
• Maintain accurate records of customer interactions and service requests using CRM tools.
• Collaborate with internal teams to ensure customer feedback informs product improvements and service optimizations.
• Provide regular follow-up to ensure customer satisfaction post-resolution.
• Assist in onboarding new clients, guiding them through the RollPay platform and features.
• Stay updated on RollPay's offerings and changes to provide accurate information to clients.

Requirements

• 3+ years of experience in customer service, preferably within financial services, tech, or SaaS environments.
• Strong problem-solving skills and the ability to handle customer issues with professionalism.
• Excellent verbal and written communication skills.
• Ability to work independently in a remote environment and manage time effectively.
• Familiarity with customer service software and CRM tools (e.g., Zendesk, Salesforce).
• Customer-first mindset with a passion for improving client experiences.