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Oasis Outsourcing
Team Leader
Nairobi
• Kenya
Closed for applications
Profession (Outsourcing, leasing)
Industry (Customer support, client care)
Aeronautics,Agriculture, fishing, forestry,Banking, microfinance, insurance,Beauty, cosmetics,Communications, media, radio, tv,Computers, software development and services,Consulting, business support, auditing,Education, academic,Electronics,Energy, utilities, environment,Finance & FinTech,Health care, medical,Human resources, talent development, recruiting,Manufacturing,Non-profit, social work,Outsourcing, leasing,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Telecommunications,Transportation, logistics, storage,
Seniority (Customer support, client care, Outsourcing, leasing)
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Oasis Outsourcing
Outsourcing + 1 more
Description
Chat Support Representative – Client Experience
Requirements & Skills:
Driven by our passion for people, we are seeking a Chat Support Representative to provide high-quality client support through chat. This role focuses on assisting clients with inquiries, troubleshooting, and general support while delivering an exceptional customer experience aligned with Sephora’s standards.
Requirements & Skills:
-
English level: C1 (Advanced/Fluent).
-
At least 1 year of customer service experience, preferably in a contact center environment.
- Comfortable working in high-volume, fast-paced environments.
- Strong verbal and written communication skills.
- Customer-oriented mindset with strong problem-solving skills.
- Basic computer skills and ability to navigate multiple systems.
-
Availability to work onsite in Nairobi, Kenya is mandatory.
Responsibilities
Key responsabilities:
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Handle customer inquiries through calls and chats, covering purchases, services, order status, and general support.
- Manage a high volume of calls while maintaining quality and professionalism.
- Provide accurate, clear, and timely information to customers.
- Build rapport quickly and maintain a positive, customer-focused experience.
- Use established communication templates to ensure consistency and efficiency.
- Accurately 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.
- Maintain professionalism and courtesy in all customer interactions.
- Demonstrate flexibility to work different shifts, including evenings and weekends.
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