Customer Service Representative (AM)

Location: Onsite – Nairobi, Kenya

Schedule & Compensation:

• Monday – Sunday | 2 days off

• 6:00 AM – 7:00 PM PST

(4:00 PM – 5:00 AM Kenya Time)

Requirements:

• 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.

Responsibilities:

• 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.