Customer Service Representative at SPENN Kenya

Customer Service Responsibilities and Duties

• Maintain a high level of customer satisfaction with all general inquiries, account status, and technical concerns through mail, chats, phone calls and all other support channels.
• To offer excellent customer service through quick resolution/escalation of customers’ queries in order to ensure customer retention; and within the time frames as instructed.
• To collect customer feedback through interviews and customer feedback forms to ensure that we continue to meet customer expectations.
• Provide daily, weekly, and monthly reports with summaries on major issues.
• Constantly seek improvements in operational efficiency.
• Meet the agreed KPIs.
• Other related duties as assigned.

Job Requirements

• Bachelor’s degree in a relevant field from an accredited University/College required
• Previous experience specializing in Customer Service and/or equivalent position
• Excellent writing, presentation and communication skills in English and relevant local language(s)
• Able to type quickly and accurately
• Willingness to work a flexible schedule in a start-up environment
• Punctual, reliable and with genuine concern to help customers
• Capable of learning CS software and proficient in the standard Microsoft suite
• Positive attitude, detail and customer oriented with good multitasking ability
• The ideal candidate is one who touches the lives of the unbanked and under-banked on a daily basis, and can relate to them on a personal level.