Flexi-Personnel Customer Support Lead Jobs in Kenya

Flexi-Personnel Customer Support Lead Jobs in Kenya

Job Purpose & Summary

Our client who is in the high-tech space offering global technical services is looking for a Customer Support Lead to join their vibrant team in Nairobi.

Key Responsibilities and Duties

  • Respond to any queries and requests regarding emerging problems that our clients and stakeholders might face, with accuracy and efficiency.

  • Responding to incoming calls and providing accurate, valid, and complete information to clients and other stakeholders using the right methods/tools within the stipulated timeframes.

  • Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.

  • Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.

  • Support employee development by providing detailed feedback.

  • Identifying gaps in performance and knowledge for new and old team

  • Submit relevant daily team performance reports as per the company standards.

  • Capturing individual performance on the system and analyzing the same to ensure adherence to expected quality.

  • Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.

  • Respond to incoming chats and provide accurate/valid/complete informational updates to clients.

  • Identify, organize, prioritize, and process user requests through the system.

  • Collect and verify all user documents and information.

  • Maintain a high level of professionalism to increase and maintain a high level of customer satisfaction.


    Education/ Knowledge and Experience

  • Bachelor’s degree in marketing or another business-related field or equivalent experience in a similar role.

  • At least 5-years’ experience in Customer Service related roles

    Competency and Technical Skills

  • Excellent communication (oral/writing) and presentation skills

  • Excellent communication, creative, organizational, and decision-making skills.

  • Self-driven, results-oriented, and positive team player.

  • Ability to thrive in a multitasking environment and can adjust priorities on the fly.

  • Ability to respond promptly and prioritize workload effectively based on the needs of customers.

  • Keen attention to detail and effective time management skills

  • Eager to learn, adapt and collaborate at all levels.

    How to Apply

    For more information and job application details, see; Flexi-Personnel Customer Support Lead Jobs in Kenya

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