Customer Support Representative - Remote Management Job in Kenya

May 17, 2016

Position: Customer Support Representative - Remote Management 

Position Summary:- The Customer Support Representative is required to provide exceptional customer experience through handling inbound, outbound calls in a highly professional manner, whilst meeting Key Performance Indicators and thereby Service Levels. 

Duties and Responsibilities:- 

• Troubleshoot and do fault diagnosis of Hand Held Products using Remote Management. 


• Receive incoming calls and provide general and technical support to customers on products. 


• Maintain customer experience levels within the stipulated quality standards. 


• Conduct Happy Calls and Check Calls. 


• Collect, confirm and update client information on CRM. 


• Record and follow up on general queries and complaints 


• Handle complaints in a polite and professional manner. 


• Understand and adhere to the escalation process. 


• Research required information using available resources. Handle online customer support (Chat, etc.).

Knowledge and skills:

•  2 Years experience in an electronic backgroung is Mandatory 


• Good knowledge of Hand Held Products (HHP) and App Settings. 


• Good knowledge of PC/LAN, Ms Windows, ICT security and viral protection Systems, Ms Window’s network administration. 


• Ability to troubleshoot and do fault diagnosis of Hand Held Products. 


• Systems hardware and software maintenance. 


• Database management. 


• Good knowledge of Google play store and its products. 


• Good knowledge and understanding of Hand Held Products Hardware and software. 


• Tertiary education; Prefarably Diploma/Bachelor’s degree in Electrical and Electronics Engineering or related field. 


• Fluency in the English Language (neutral and clear accent). 


• Knowledge of French, Amharic or Arabic is an added advantage. 


• Proficiency in MS Office Suite.

Knowledge of any of the following products would be an advantage: - Home appliances; Audio Visual; Office Automation; Information Technology; Digital imaging. 

Must possess a Valid Certificate of Good Conduct.

Key competencies and attributes:

• Ability to handle complaints in a polite; empathetic and professional manner. 


• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises. 


• Maintains a positive attitude and enthusiasm when faced with routine work.


•  Dynamic and energized individual with ability to multitask. 


• Maintains high levels of integrity and confidentiality of client information. 


• Excellent telephone etiquette and customer service skills. 


• Excellent communication & Typing skills.

Interested and qualified candidates should send their applications to kenyaoperations@gmail.com clearly indicating the position on the subject line. 

All applications should reach us by 20th May 2016