Fieldforce Solutions Limited Customer Service (Agent Network) Jobs in Kenya
Fieldforce Solutions Limited Customer Service (Agent Network) Jobs in Kenya; We are seeking two customer‑focused and proactive Customer Service (Agent Network) Representatives to support our growing agent network. The role will serve as a key point of contact for agents, assisting them with account‑related matters, product information, transactions, operational issues and general agency support.
Key Responsibilities
Provide timely and professional support to agents via telephone, WhatsApp and other approved channels.
Assist agents with account registration, activation, verification and queries.
Guide agents on products, services, systems, promotions and procedures.
Support agents with transaction‑related queries including deposits, withdrawals and payments.
Identify and resolve routine agent problems, escalating complex issues as needed.
Support onboarding and activation of new agents with guidance and follow‑up.
Monitor agent activity, follow up with inactive or underperforming agents.
Communicate promotions, incentives and campaign information to agents.
Maintain accurate records of agent interactions, issues and resolutions.
Collaborate with Sales, Marketing, Finance and Operations teams to resolve issues.
Collect agent feedback on products, services and operational challenges.
Recommend improvements to service delivery and agency operations.
Assist with agency business execution and achievement of performance targets.
Ensure compliance with company policies, procedures and regulatory requirements.
Maintain confidentiality of agent and customer information.
Qualifications & Requirements
Diploma or degree in Business Administration, Marketing, Sales, Communications, Customer Service or related field.
1–2 years’ experience in customer service, sales support, account management or agency operations.
Experience in betting/gaming, telecommunications, fintech or mobile‑money agent networks is an advantage.
Excellent verbal and written communication skills in English and Kiswahili.
Strong customer‑service and relationship‑management skills.
Good understanding of sales and agent‑network operations.
Effective communication with diverse agents across locations.
Strong problem‑solving and conflict‑resolution skills.
Proficiency in CRM, agent‑management systems and Microsoft Office.
Good numerical and analytical skills.
Ability to multitask and manage high query volumes.
Target‑oriented, proactive and self‑motivated.
Strong attention to detail and accurate record keeping.
Ability to work independently and as part of a team.
Willingness to work flexible hours, including weekends and public holidays.
How to Apply
Interested and qualified candidates should forward their CV to: jobs@ffsolutions.co.ke using the position as subject of email.
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