Customer Service Representative (Music & Tech)

About the role

We are seeking a sales‑oriented, voice‑capable Customer Service Representative who loves music and audio technology. You will handle inbound calls, support customers on streaming and audio solutions, and help identify sales opportunities in a fast‑paced environment.

Key responsibilities

• Respond to customer inquiries via voice channels and provide timely support.
• Assist sales efforts by engaging customers, spotting upsell opportunities, and promoting audio solutions.
• Troubleshoot technical issues related to audio hardware and streaming platforms.
• Maintain accurate records in CRM and internal systems.
• Monitor client accounts, track maintenance, and ensure proper follow‑up.
• Collaborate with internal teams to resolve technical or service‑related problems.

Required profile

• At least 5 of the following: call‑center or BPO voice support experience, strong English communication, empathy, CRM usage, technical troubleshooting, attention to detail, knowledge of music streaming platforms, fast learning ability.
• Ability to work the shift 4:00 PM – 12:00 AM Kenya time, including weekends.
• Comfort reading scripts, technical instructions, or basic code.

Required skills

• Experience with CRM tools.
• Technical troubleshooting and problem‑solving abilities.
• Familiarity with audio hardware such as speakers, PA systems, and amplifiers.
• Windows 10 (or higher) operating system.
• Intel Core i5 (10th gen or newer) with at least 8 GB RAM.
• High‑speed wired internet (minimum 50 Mbps download & upload).
• Noise‑cancelling headset and a quiet, dedicated workspace.

What we offer

• Work with a global, diverse team serving tech‑driven clients.
• Exposure to audio technology and music‑streaming industries.
• Opportunities for career growth in a fast‑growing company.
• Supportive, inclusive, people‑first culture.