QSSK-CUSTOMER SERVICE REPRESENTATIVE (NON-VOICE)
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Job Summary
JOB TITLE: CUSTOMER CARE REPRESENTATIVE
About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda Kenya Tanzania Rwanda and South Sudan.
On behalf of our client we are looking for a competent skilled and experienced Customer Care Representative to work in Nairobi Kenya.
Job Purpose
To provide exceptional customer support on non-voice channels through WhatsApp delivering prompt assistance accurate data updates and maintaining a positive brand image contributing to company growth.
Key Responsibilities
1. Customer Engagement
Engage with customers through WhatsApp and other non-voice platforms.
Respond to inquiries complaints and requests promptly and professionally.
Maintain a calm and positive chat tone even during challenging interactions.
2. Data Management & Accuracy
Update and maintain accurate customer data across multiple platforms.
Ensure strong attention to detail and accuracy in data entry.
3. Issue Resolution & Escalation
Monitor chats and escalate critical issues when necessary.
Collaborate with internal teams to resolve customer issues and meet service standards.
4. Brand & Communication Standards
Ensure brand tone and voice consistency in all written communication.
Stay updated with trends in social media customer care and digital communication.
5. Continuous Improvement
Suggest improvements to enhance channel performance and response efficiency.
Manage tasks efficiently within set timelines to deliver prompt support.
6. Other Duties
Perform any additional duties assigned by management.
Education
Diploma in Customer Service or a related field.
Experience
Previous experience in a customer support role.
Previous experience in customer support or social media engagement.
Experience with WhatsApp Business and related tools is preferred.
Technical Skills
Proficiency in WhatsApp Business and related tools.
Fast typing skills and ability to handle multiple chats simultaneously.
Strong attention to detail and accuracy in data entry.
Core Competencies
Excellent written communication with strong grammar and spelling.
Ability to resolve complaints with professionalism and empathy.
Flexibility and adaptability to new tools processes and customer needs.
Strong organizational and time management skills.
Ability to work under pressure and meet deadlines.
Team player with a collaborative mindset.
Interested and qualified applicants should submit their applications through the link below.
Note: Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Required Skills:
Experience Previous experience in a customer support role. Previous experience in customer support or social media engagement. Experience with WhatsApp Business and related tools is preferred. Technical Skills Proficiency in WhatsApp Business and related tools. Fast typing skills and ability to handle multiple chats simultaneously. Strong attention to detail and accuracy in data entry. Core Competencies Excellent written communication with strong grammar and spelling. Ability to resolve complaints with professionalism and empathy. Flexibility and adaptability to new tools processes and customer needs. Strong organizational and time management skills. Ability to work under pressure and meet deadlines. Team player with a collaborative mindset.
Required Education:
EducationDiploma in Customer Service or a related field.
