Customer Service Representative

About the role

A full-time, on-site Customer Service Representative position based in Nairobi County, Kenya. The representative handles inbound and outbound customer inquiries by chat, email and phone, giving timely, accurate and courteous assistance.

Key responsibilities

• Resolve account and payment issues and guide customers through game features
• Troubleshoot basic technical problems and explain policies clearly and respectfully
• Document interactions and escalate complex issues as needed
• Contribute to continuous improvement of service processes
• Work closely with operations and technical teams to ensure a consistent, safe and positive customer experience

Required profile

• Experience in Customer Service Representative roles or similar contact center or service positions
• Strong customer-facing skills, including customer service, support, satisfaction and experience
• Strong English communication, with additional languages a plus
• Calm, professional under pressure, with problem-solving and conflict-resolution skills
• Integrity, attention to detail and adherence to responsible gaming and compliance guidelines
• Prior experience in gaming, online services or hospitality is beneficial; a diploma or degree in a related field is an advantage

Required skills

• Comfort with online platforms and CRM tools
• Basic troubleshooting of user issues