Customer Experience Representative

About the role

You will be the voice of Reliance Broadband, assisting customers with account, billing, and connectivity issues while ensuring a positive experience.

Key responsibilities

• Handle customer inquiries and complaints via phone, WhatsApp, SMS, email, and social media.
• Perform first‑line troubleshooting of connectivity problems and escalate complex issues.
• Log, track, and follow up on support tickets until resolution.
• Manage billing, payment confirmations, and renewal questions, including M‑Pay payments.
• Register new customers and coordinate installation appointments.
• Proactively contact customers with expiring subscriptions to retain them.
• Provide feedback on recurring problems to management and technical teams.
• Meet service targets for response time, resolution time, and customer satisfaction.

Required profile

• Diploma or certificate in a relevant field.
• At least 1 year of customer service experience, preferably in a call centre, telco, ISP or bank.
• Excellent spoken and written English and Kiswahili.
• Comfortable with computers, ticketing systems, and basic internet concepts.
• Patient, empathetic and professional with frustrated customers.
• Willing to work shifts, including some weekends.

Required skills

• Experience with CRM or helpdesk tools such as Zoho, Freshdesk, or Splynx.