Operation Customer Expert (Mombasa)

About the role

The Operation Customer Expert provides professional, high‑quality support to internal and external customers. Working from the Mombasa office, you will handle enquiries, resolve issues and log interactions in the company’s CRM and related systems.

Key responsibilities

• Deliver one‑stop customer support across all services, meeting defined SLA targets.
• Resolve complaints, concerns and issues promptly and diplomatically.
• Log all interactions, updates and outcomes in the CRM and other relevant systems.
• Escalate complex cases to higher authority when required.
• Participate in team meetings, performance reviews and process‑improvement sessions.
• Provide customers with clear information about product features, terminology and benefits.
• Maintain accurate client records and update the database regularly.

Required profile

• Entry‑level candidate with at least one month of relevant experience.
• Strong communication skills and a professional attitude.
• Ability to work within SLA guidelines and achieve first‑call resolution.
• Team‑oriented mindset, willing to collaborate with leaders for performance improvement.
• Attention to detail for accurate data entry and reporting.

Required skills

• Proficiency with CRM systems.