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Karibia Innovations   |   Nairobi, Kenya   |   Log in or register to see the closing date

Customer Experience Executive

  • Diploma, Associate's degree
  • Customer support, client care
  • Basic level (worker)
  • Full Time
  • Permanent

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Job Summary

Overall job purpose;
1. Ensure Customer satisfaction

2. Execution of Post-Implementation Support.
3. Documentation of internal workflows as well as system error resolution
4. Career Advancement

Minimum level of academic qualification, skills and knowledge required to perform effectively in the role
•Background in a busy customer engagement / Service delivery role.
Minimum level of personal and professional experience required to perform effectively in the role
•At least 3months experience in a busy service delivery role

1. Maintains quality customer service skills, a strong work ethic, and is a team player with the ability to work well independently
2. Must possess above average organization skills, excellent communication skills, and can demonstrate problem solving skills and displays a willingness to learn
3. Ability to work under time constraints and stress situations
4. A keen eye for detail, quality conscious and has a strong sense of responsibility and ownership
5. Ability to work under pressure and meet tight deadlines
6. Ability to work with minimum supervision
7. Ability to efficiently escalate any issues for resolution; and
8. Maintenance of strict confidentiality
9. Flexible and willing to work out of office and in in scheduled timelines


1. Support& Maintenance of the Karibia platform

a. Undertake the basic troubleshooting of technical issues reported by clients
b. Escalate the troubleshooting of technical issues to senior team members and partners, as they arise at customer sites
c. Ensure timely resolution of client issues.
d. Log / Document all client requests as well as resolution times
e. Ensure Platform support adheres to all security policies.
2. Business Processes Mapping
a. Undertake the process of documenting customer journeys as well as pain points
i. Review system flow  identify support trigger events and document possible pain points
ii. Use feedback from clients to propose system edits
iii. Define system training manual for future system users
iv. Continuously provide innovative solutions to client needs
b. Assist  team in the preparation of reports and documentation for Technical Solutions as requested.
3. Career Advancement: Timely completion of Quarterly & Annual Training Schedules as agreed with Manager
a. Technical Training
b. Project Management Training - PMP etc.

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Customer support, client care
Seniority: Basic level (worker)

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 6 months
Required skills: Information security; Customer service; Document and archive management; System administration; Training delivery; Training program planning; Troubleshooting
Required languages: English (Spoken: fluent | Written: fluent)

Karibia Innovations

Transportation, logistics, storageCompany size: 1-10 people

Karibia Solutions is a leading provider of fleet and mobile asset management solutions. Our products and services are designed to enable both consumers and commercial fleet operators to actively manage, monitor and measure the performance of their drivers and mobile assets. Thanks to our solutions our customers are continually enhancing their safety, reducing their risk, becoming more profitable or lessening their impact on the environment.