Customer Service Agent

About the role

Griffin Global Technologies is looking for motivated Customer Service Agents to join its support team in Nyeri. The role involves assisting international clients, handling inquiries, and ensuring a high level of customer satisfaction in a fast‑paced environment.

Key responsibilities

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

Required profile

• Diploma or Bachelor’s degree in Business, Communications, or a related field.
• Minimum of 2 years’ experience in customer service, call centre, or support roles.
• Experience supporting international clients, preferably from the US.
• Experience with appointment scheduling or track & trace operations is an advantage.

Required skills

• Proficiency with CRM systems and customer support tools.