Client Success Agent, Customer Support

This is a fully remote position, open to applicants in Kenya.

📋 Description

• Respond to customer inquiries through phone, email, and chat in accordance with standard operating procedures (SOPs).

• Utilize TCP’s tools, including Microsoft Suite, Salesforce, ZOHO, and Hodu, for daily tasks.

• Escalate issues and assign them to appropriate departments when necessary.

• Document, review, and follow up on customer requests and their resolutions.

• Investigate, research, and deliver precise solutions.

• Maintain and update customer records during interactions.

• Meet key performance indicators (KPIs) related to client-facing time, call quality, and occupancy rates.

• Address inquiries regarding collections and billing, including payment plans, account balances, and overdue payments.

• Clarify charges, generate statements, and process billing adjustments as needed.

• Manage service cancellations, implementing retention strategies and resolutions.

• Complete training for cancellations and apply retention strategies as part of daily duties.

⛳️ Requirements

• Start Date: July 27, 2026

• Technological Requirements: A dedicated home workspace is necessary; equipment specifics will be provided via email during the interview.

• Work Schedule: Five days a week, 40 hours/week, nine-hour shifts with one hour of unpaid break (09 AM to 09 PM Eastern Time) Monday to Friday and Saturday after training.

• Knowledge of the credit industry in the United States, including credit cards, lines of credit, and personal loans.

• Customer-first attitude with the ability to empathize with client needs.

• Strong communication skills coupled with a solution-oriented approach.

• Eagerness to learn and familiarize oneself with TCP’s technological suite.

🏝️ Benefits

• Opportunity to join a leading US-based credit repair service provider.

• Full-time permanent position.

• 100% remote work with an excellent work environment.

• Paid training for one month, scheduled Monday to Friday from 09:00 AM to 06:00 PM Eastern Time.

• Opportunities for employee development, management training, coaching, and skill enhancement.

• Flexible accruing paid time off.

• Company holidays.

• Birthday time off.

• Eligibility for health benefits after one year of employment.