Customer Service Representative

About the role

We are looking for a Customer Service Representative to act as the front‑line ambassador for our clients in the United States and Europe. Based in Nairobi, you will handle voice, email, live‑chat and social interactions, delivering courteous and accurate support while respecting cultural nuances and time‑zone requirements.

Key responsibilities

• Serve as the first point of contact for American and European customers across multiple channels, managing high‑volume inbound and outbound interactions.
• Diagnose issues, resolve inquiries at first contact whenever possible, and escalate complex cases with complete documentation.
• Record every interaction in Zoho CRM, keeping case data accurate and up‑to‑date.
• Meet or exceed SLA, KPI and quality standards while complying with GDPR, Kenya Data Protection Act and company confidentiality policies.
• Maintain up‑to‑date knowledge of client products, services and processes, following scripts and workflows.
• Identify recurring problems, share improvement ideas and participate in coaching and training sessions.
• Collaborate with teammates and other departments to ensure seamless service delivery, especially during peak periods.

Required profile

• Strong written and verbal communication skills in English.
• Ability to work flexible shifts covering US and European business hours.
• Attention to detail and commitment to data‑privacy regulations.
• Customer‑focused mindset with a proactive approach to problem solving.

Required skills

• Proficiency with Zoho CRM.