Customer Support Executive

About the role

Our client, a growing Internet Service Provider operating in Kikuyu and surrounding areas, is looking for a proactive Customer Support Executive to join their team in Gitaru. The role involves handling customer interactions, coordinating field operations, and supporting administrative processes in a fast‑paced telecom environment.

Key responsibilities

• Respond to customer inquiries, complaints and service requests professionally.
• Coordinate and schedule field technician assignments and installations.
• Assist technicians with operational coordination and keep customers informed.
• Maintain accurate customer records and update the CRM system.
• Prepare operational and customer‑service reports.
• Support billing, invoicing and payment follow‑ups.
• Handle filing and financial documentation processes.
• Facilitate communication between customers, technicians, management and marketing teams.
• Monitor issues and ensure timely resolution.

Required profile

• Diploma or degree in Customer Service, Business Administration, IT, Telecommunications, Accounting or related field.
• 2–3 years of experience in customer service, telecommunications support or administrative coordination.
• Experience in an ISP or telecom environment is an advantage.
• Knowledge of accounting or bookkeeping is a plus.

Required skills

• Proficiency in Microsoft Office Suite.
• Familiarity with CRM systems and customer support tools.
• Strong reporting and documentation abilities.
• Excellent communication and problem‑solving skills.