The role of a Customer Service Agent involves managing direct customer interactions across various channels, addressing inquiries, and providing technical support related to internet services. This position is crucial for maintaining customer satisfaction and supporting customer retention efforts.
Key Responsibilities
- Receive and handle customer inquiries via phone, WhatsApp, email, and in person.
- Log, track, and follow up on customer issues and service requests.
- Provide first-level troubleshooting for internet connectivity issues.
- Escalate technical faults to the network/technical team and follow up to closure.
- Communicate outages, maintenance updates, and service restorations to clients.
- Assist clients with account information, billing inquiries, and service plans.
- Maintain accurate customer records and interaction logs.
- Ensure professional, polite, and timely communication at all times.
- Support customer retention through excellent service delivery.
Qualifications & Requirements
- Diploma or Certificate in Customer Service, IT, Business, or a related field.
- Previous experience in customer service (ISP or telecom experience is an advantage).
- Basic understanding of internet services and networking concepts.
- Good communication skills in English and Kiswahili.
- Ability to remain calm and professional under pressure.
- Computer literacy and familiarity with CRM or ticketing systems.
- Strong problem-solving and follow-up skills.
