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JOB TITLE: CUSTOMER CARE REPRESENTATIVE
About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, we are looking for a competent, skilled, and experienced Customer Care Representative to work in Nairobi, Kenya.
Job Purpose
To provide exceptional customer support on non-voice channels through WhatsApp, delivering prompt assistance, accurate data updates, and maintaining a positive brand image, contributing to company growth.
Key Responsibilities
1. Customer Engagement
· Engage with customers through WhatsApp and other non-voice platforms.
· Respond to inquiries, complaints, and requests promptly and professionally.
· Maintain a calm and positive chat tone, even during challenging interactions.
2. Data Management & Accuracy
· Update and maintain accurate customer data across multiple platforms.
· Ensure strong attention to detail and accuracy in data entry.
3. Issue Resolution & Escalation
· Monitor chats and escalate critical issues when necessary.
· Collaborate with internal teams to resolve customer issues and meet service standards.
4. Brand & Communication Standards
· Ensure brand tone and voice consistency in all written communication.
· Stay updated with trends in social media, customer care, and digital communication.
5. Continuous Improvement
· Suggest improvements to enhance channel performance and response efficiency.
· Manage tasks efficiently within set timelines to deliver prompt support.
6. Other Duties
· Perform any additional duties assigned by management.
Requirements
Education
· Diploma in Customer Service, or a related field.
Experience
· Previous experience in a customer support role.
· Previous experience in customer support or social media engagement.
· Experience with WhatsApp Business and related tools is preferred.
Technical Skills
· Proficiency in WhatsApp Business and related tools.
· Fast typing skills and ability to handle multiple chats simultaneously.
· Strong attention to detail and accuracy in data entry.
Core Competencies
· Excellent written communication with strong grammar and spelling.
· Ability to resolve complaints with professionalism and empathy.
· Flexibility and adaptability to new tools, processes, and customer needs.
· Strong organizational and time management skills.
· Ability to work under pressure and meet deadlines.
· Team player with a collaborative mindset.
Interested and qualified applicants should submit their applications through the link below.
Note: Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Learn more about this Employer on their Career Site
