Customer Support Representative at BasiGo

About the role: 

We are looking for Customer Support Representatives (CSR) to assist our customers with technical problems when using our products and services. You will be the primary point of contact for our customers and coordinate with all BasiGo departments to ensure that issues are resolved within SLA and customers are communicated promptly. 

To be successful in this role, you should be an excellent communicator who easily gains client trust. You should also be familiar with help desk software and capable of problem solving across different departments.
Ultimately, you will be key in maintaining our reputation as a company that offers exceptional customer service.

You might like this job if: 

• You have a desire to provide exceptional customer experience
• You’re able to think on your feet and collaborate with different teams
• 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: 

• Primary point of contact for all clients, you will own customer communications after acquisition 
• Receive and collate all customer queries, you will need to consume issues and feedback from multiple channels (phone, WhatsApp, email, ticketing)
• Issue triage and initial diagnosis
• Facilitate cross-functional problem solving within the company and help ensure that teams meet the SLAs
• Maintain constant and consistent communication with the customer regarding open issues
• Inform customers about new features and functionalities 
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Pro-actively communicate any interruptions in service to customers

Requirements and skills

Our ideal candidate would have:

Education & Experience:

• Diploma in Customer Relationship Management or related course, Degree will be an added advantage.
• Availability to rotate shifts (morning, afternoon and night 24hrs clock-shift)
• 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.
• Multi-tasking abilities 
• Patience when handling tough cases
• Quality assurance experience is an added plus 
• 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, Kikuyu a plus
• 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