Customer Support Representative

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

📋 Description

• Respond to customer inquiries via email, chat, and phone promptly and courteously.

• Address common queries independently: billing, account status, operational procedures, and document requests.

• For more significant issues, escalate them to the appropriate team with detailed notes to ensure the customer doesn’t have to repeat their concerns.

• Quickly resolve urgent issues: know whom to notify and keep the customer informed until a solution is implemented.

• Always communicate the next steps to the customer and provide an estimated timeline.

• Maintain accurate records of every interaction.

⛳️ Requirements

• Exceptional written English skills, conveying clarity, warmth, and speed (the majority of this role involves written communication with customers).

• A minimum of 2 years of experience in customer support, customer service, virtual assistance, or BPO.

• Willingness to work during US hours, including some evenings and weekends.

• Ability to remain calm and articulate during busy or stressful periods.

• Highly organized, capable of managing multiple conversations simultaneously without oversight.

• Eager to learn new support and chat tools effectively.

• A reliable home internet connection, a quiet work environment, and a backup internet plan are essential.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working hours to accommodate personal schedules.

• Supportive team environment and company culture.