Customer Support Associate

Job Detail

About the role:

We are looking for Customer Support Associates to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities
To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

You might like this job if:

You have a desire to provide legendary customer experiences to our customers
You’re able to think on your feet and create systems, policies and processes that support scale
You’re ambitious, quick to learn new skills, and like to multitask.
You want to create a cleaner, safer, and technologically advanced future for African cities.

Key Responsibilities:

Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective work arounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing team
Assist in training junior Customer Support Representatives during onboarding
Act as 1st line of support
Log all calls and chats through our CRM tools.
Preparing reports detailing bus booking activity or other relevant information related to reservations and various bus experiences + malfunctions.
Maintaining customer records such as contact information, travel history, and preferences
Resolve issues in a timely manner
Log cases and escalate where necessary.
Availability to rotate shifts (morning, afternoon and night 24hrs clock-shift)
Communicate with the stakeholders regarding the bus problems, booking problems on Jani , and any possible delays.

Requirements and skills

Our ideal candidate would have:

Education & Experience:

Diploma in Customer Relationship Management or related course, Degree will be an added advantage.
Experience as a Customer Support Specialist or similar CS role
in a call center set-up
Familiarity with our industry is a plus
Experience using help desk software and remote support tools
Proficiency with spreadsheets, databases. Additional knowledge and understanding of how CRM systems work
Multi-tasking abilities
Patience when handling tough cases
Quality assurance experience is an added plus
Proficiency Zendesk and/or Intercom or CRM (customer service tools).
Meets strict deadlines

Skills & Attitude

High proficiency in Microsoft Office, with emphasis on advanced skills in Excel
Very good knowledge of PowerPoint
Excellent interpersonal and communication skills
Excellent problem-solving skills
Fluent in Kiswahili and English
Detail-oriented and positive attitude
Strong analytical, organizational, and time management skills
Good listening and reasoning skills
Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills
Excellent interpersonal skills.
Good decision-making skills