Customer Support Specialist
Potential Staffing Limited
Nairobi, Kenya
5d ago
source : BrighterMonday

Customer Support Specialist

Potential Staffing Limited

Customer Service & Support

Potential Staffing Limited

Customer Service & Support

Nairobi Full TimeRecruitment KSh Confidential 45m

Job Summary

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

  • Minimum Qualification : Bachelor
  • Experience Level : Mid level
  • Experience Length : 3 years
  • Job Description

    Customer Support Specialist Job opening

  • We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
  • Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
  • o be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
  • Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
  • Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives
  • Requirements

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • BSc in Information Technology or relevant diploma
  • Qualified candidates are required to send their updated CV

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