Qssk-Customer Service Representative (Non-Voice)

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.

Requirements

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.