Customer Service Agent

The role requires strong communication skills, problem-solving abilities, and a customer-first mindset to ensure inquiries are resolved quickly and accurately while maintaining regulatory and operational standards. Reports to: Customer Service Manager Supervises: None Location: Nairobi Position Summary The Customer Service Agent is responsible for delivering exceptional customer support as part of a 24/7/365 service team. Acting as a key liaison between the company and its customers, the agent handles a high volume of inbound and outbound calls, online chats, and emails in a timely and professional manner. The role requires strong communication skills, problem-solving abilities, and a customer-first mindset to ensure inquiries are resolved quickly and accurately while maintaining regulatory and operational standards. Key Responsibilities Customer Support Channels ● Online Chat: Respond to customer chats within 1 minute, ensuring each chat is resolved or closed if inactive/completed within 30 minutes. ● Email/Reviews: Respond to all emails and customer reviews within 1 hour. ● Phone Calls: Answer all assigned calls within 30 seconds. Ticket Handling ● Pending Tickets: Review your outstanding tickets (Waiting on Customer, Waiting on Third Party, Pending, In Progress, Call Customer) during your shift. Update and resolve those that have been actioned. ● Call Customer Tickets: Action these tickets daily between 12:00 PM and 10:00 PM (EAT), following the ticket handling procedures. General Responsibilities ● Address customer queries, resolve complaints, and ensure a high level of customer satisfaction. ● Be available and active on Freshdesk, Slack, and any other designated systems during your shift. ● Assist customers with onboarding, registration, and transaction monitoring. ● Educate customers on company products, platform features, and services to enhance their experience. ● Maintain accurate and detailed records of all customer interactions and follow up on unresolved issues. ● Work flexible shifts as part of the 24/7/365 customer service schedule. ● Collaborate with global teams to improve customer service processes and best practices. ● Maintain a positive, professional, and empathetic company image in all interactions. ● Participate in ongoing training and development programs to enhance knowledge and skills. ● Perform any other duties assigned by management to support team and company objectives. Requirements ● Must be fluent in English or English and Somali(both spoken and written). ● Previous Experience with CRM tool such as Freshdesk, Zendesk, Zoho. ● Strong interpersonal and communication skills. ● Proactive, fast thinker, and confident working independently. ● A degree or equivalent work experience. ● A passion for accuracy and clarity of thought. ● Flexible nature and comfortable working shifts.

• The role requires strong communication skills, problem-solving abilities, and a customer-first mindset to ensure inquiries are resolved quickly and accurately while maintaining regulatory and operational standards. • Online Chat: Respond to customer chats within 1 minute, ensuring each chat is resolved or closed if inactive/completed within 30 minutes. • Email/Reviews: Respond to all emails and customer reviews within 1 hour. • Phone Calls: Answer all assigned calls within 30 seconds. Ticket Handling • Pending Tickets: Review your outstanding tickets (Waiting on Customer, Waiting on Third Party, Pending, In Progress, Call Customer) during your shift. Update and resolve those that have been actioned. • Call Customer Tickets: Action these tickets daily between 12:00 PM and 10:00 PM (EAT), following the ticket handling procedures. General Responsibilities • Address customer queries, resolve complaints, and ensure a high level of customer satisfaction. • Be available and active on Freshdesk, Slack, and any other designated systems during your shift. • Assist customers with onboarding, registration, and transaction monitoring. • Educate customers on company products, platform features, and services to enhance their experience. • Maintain accurate and detailed records of all customer interactions and follow up on unresolved issues. • Work flexible shifts as part of the 24/7/365 customer service schedule. • Collaborate with global teams to improve customer service processes and best practices. • Maintain a positive, professional, and empathetic company image in all interactions. • Participate in ongoing training and development programs to enhance knowledge and skills.