Customer Care Representative
Job Responsibilities
As a Customer Care Representative, you will be the primary point of contact for our clients, delivering excellent service across phone, email, and social media channels. You will address customer inquiries, resolve service issues promptly, process transaction requests, and maintain detailed interaction logs to ensure complete client satisfaction.
- Handle inbound customer inquiries via calls, emails, WhatsApp, and live chat professionally.
- Investigate and resolve client issues, payment queries, and account discrepancies in line with company SLAs.
- Maintain accurate records of customer interactions, complaints, and follow-up actions in our CRM database.
- Escalate technical or complex complaints to appropriate departments while retaining ownership of the customer feedback loop.
Job Requirements
We are seeking a communicative, empathetic, and detail-oriented individual with strong problem-solving skills and a passion for customer success.
- 1 to 3 years of experience in a customer service, call center, or client relations role.
- Excellent verbal and written communication skills in both English and Kiswahili.
- Proficiency with modern CRM software, email tools, and live chat platforms.
- Strong conflict-resolution skills, patience, and the ability to work effectively under pressure.
Our Benefits
We foster an inclusive and supportive work environment that values dedication, teamwork, and personal wellbeing.
- Competitive salary with airtime and communication allowances
- Medical cover (inpatient & outpatient)
- Statutory compliance & benefits (NSSF, SHA/NHIF)
- Structured training, career development, and mentorship opportunities
Education & Experience
Diploma or Bachelor’s Degree in Communication, Public Relations, Business Administration, or a related field from a recognized institution. Experience working in a fast-paced corporate or digital environment is an added advantage.
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