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Workforce Management (WFM) Analyst II
Nairobi
• Kenya
Top cities with open vacancies
Jobs in NairobiProfession (Outsourcing, leasing, Mid-level)
Industry (Customer support, client care, Mid-level)
Seniority (Customer support, client care, Outsourcing, leasing)
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Outsourcing + 1 more
Description
Do you have a passion for people and service excellence?Join our team as a Customer Service Representative, where you’ll deliver high-quality customer support through phone calls and chat interactions.
Requirements:
Advanced English level (C1).
Minimum 1 year of customer service experience (preferably in a contact center).Strong verbal and written communication skills.
Customer-oriented mindset with problem-solving abilities.
Comfortable working in fast-paced, high-volume environments.
Basic computer skills and ability to navigate multiple systems.
Availability to work onsite in Nairobi, Kenya is mandatory.
What We Offer:Paid training and ongoing support.Growth opportunities within a people-driven organization.Collaborative and professional work environment.
Responsibilities
About the Role:
Handle customer inquiries regarding products, services, purchases, and order status.
Manage a high volume of calls while maintaining professionalism and quality.
Provide clear, accurate, and timely information to customers.
Build rapport quickly and ensure a positive customer experience.
Document all customer interactions in internal systems.
Collaborate with team leads, quality, and training teams to meet performance expectations.
Adhere to schedules, performance metrics, and operational guidelines.
Demonstrate flexibility to work different shifts, including evenings and weekends.
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