Customer Service Agent

About the role

We are looking for a Customer Service Agent to join Griffin Global Technologies’ support team in Nyeri. The role involves handling inquiries from international clients, providing timely assistance, and ensuring high customer satisfaction. The ideal candidate thrives in a fast‑paced environment and is comfortable using CRM and ticketing tools.

Key responsibilities

• Respond to customer inquiries, complaints and support requests professionally.
• Schedule appointments and coordinate client activities efficiently.
• Perform track & trace operations and deliver real‑time updates.
• Resolve issues promptly, aiming for first‑contact resolution.
• Escalate complex cases following defined procedures.
• Maintain accurate records in CRM and ticketing systems.
• Identify upselling opportunities to support revenue growth.
• Monitor and meet SLA, TAT and performance targets.
• Troubleshoot customer and system‑related problems.
• Collaborate with internal teams to ensure seamless service delivery.

Required profile

• Diploma or Bachelor’s degree in Business, Communications or a related field.
• Minimum 2 years experience in customer service, call centre or support roles.
• Experience supporting international clients, preferably US‑based.
• Ability to work under pressure and manage multiple tasks.

Required skills

• Proficiency with CRM platforms and customer support tools.
• Strong communication and problem‑solving abilities.