Customer Service Representative

Job Title: Customer Service Representative

Job Purpose

The Customer Service Representative is a frontline ambassador of the company, responsible for delivering exceptional, professional support to American and European clients across voice, email, chat, and other channels. The role ensures that every interaction reflects the company’s commitment to quality, responsiveness, and cultural sensitivity, resolving customer needs efficiently while upholding service-level commitments and continually enhancing customer satisfaction and loyalty.

Key duties and responsibilities

Customer Interaction and Support:

• Serve as the first point of contact for American and European customers across voice, email, live chat, and social channels, delivering courteous, accurate, and timely responses.
• Manage a high volume of inbound and outbound interactions while maintaining the quality, tone, and professionalism appropriate to each client’s market and culture.

Issue Resolution and Case Management:

• Diagnose customer needs and resolve inquiries and complaints at first contact wherever possible, escalating complex cases to the appropriate team with complete and accurate documentation.
• Log, track, and update every interaction in the CRM (Zoho), ensuring case records are accurate, complete, and current.

Service Quality and Compliance:

• Meet or exceed established service-level agreements (SLAs), key performance indicators, and quality assurance standards.
• Adhere to data protection, confidentiality, and information-security requirements when handling customer and client information, in line with company policy and applicable regulations such as the GDPR and the Kenya Data Protection Act, 2019.

Cross-Cultural and Time-Zone Coverage:

• Communicate effectively with American and European clientele, demonstrating awareness of regional expectations, etiquette, idiom, and business norms.
• Provide reliable coverage across US and European time zones, including shift work as required to support client operating hours.

Product and Process Knowledge:

• Maintain thorough, up-to-date knowledge of client products, services, systems, and processes in order to provide accurate information and guidance.
• Follow defined scripts, workflows, and standard operating procedures while exercising sound judgment within established guidelines.

Continuous Improvement and Feedback:

• Identify recurring issues, gaps, and opportunities to improve the customer experience and share insights with team leads and process owners.
• Participate actively in coaching, training, calibration sessions, and refresher programmes to continually strengthen performance.

Collaboration and Teamwork:

• Work closely with team members, supervisors, and other departments to ensure seamless service delivery and consistent customer outcomes.
• Support colleagues during peak periods and contribute to a positive, high-performing team environment.

Knowledge, experience, and qualifications required.

• Diploma or Bachelor’s degree in business, communications, or a related field; equivalent practical experience will also be considered.
• Minimum of 2 years’ experience in a customer service, contact-centre, or BPO/RPO environment, with demonstrable experience supporting American and/or European clients.
• Excellent spoken and written English, with a clear, neutral accent and the ability to adapt communication style to American and European audiences.
• Proven ability to handle voice, email, and chat interactions while consistently meeting quality and productivity targets.
• Strong working knowledge of CRM platforms (Zoho CRM preferred) and standard contact-centre tools and applications.
• Sound problem-solving skills, strong attention to detail, and the ability to remain calm and professional under pressure.
• Familiarity with data-protection and confidentiality obligations (e.g., GDPR and the Kenya Data Protection Act, 2019) is an added advantage.
• Willingness and availability to work shifts aligned to US and European time zones, including weekends and public holidays as required.

This job description is intended to outline the general responsibilities and qualifications of the position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. The company reserves the right to modify, add, or remove duties as necessary.