Customer Service Representative - Captioner (Nairobi Based)

Are you a fast typist with sharp ears and strong English skills? Looking to make an impact

We are hiring Call Captioners to join a mission-driven team helping make phone

conversations accessible to people with hearing impairment. You will assist individuals

with hearing loss by providing real-time captioning support for telephone conversations.

This role combines elements of customer service, communication assistance, and

accessibility support. Your primary responsibility is to ensure accurate and timely

captioning while maintaining a high standard of professionalism, integrity, and confidentiality.

Responsibilities

• Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
  
• Responding promptly to customer inquiries via phone and through emails and chats.
  
• Communicating with customers through various channels.
  
• Acknowledging and resolving customer complaints.
  
• Knowing our products inside and out to enable you respond to customer inquiries efficiently.
  
• Keeping records of customer interactions, transactions, comments, and complaints.
  
• Communicating and coordinating with colleagues as necessary.
  
• Providing feedback on the efficiency of the customer service process.
  
• Ensuring customer satisfaction and providing professional customer support.
  
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
  
• Managing database records, drafting status reports on customer service issues.
  
• Data entry and research as required to troubleshoot customer problems.
  

Requirements

• Minimum of 1 year experience in Customer Service
  
• Degree/Diploma in any related field
  
• Typing speed of 40WPM with accuracy of 90% and above
  
• C1 English and excellent grammar skills
  
• Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
  
• Great people skills
  
• Proactive personality and self-motivator
  
• Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications.
  
• Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment.
  
• Outstanding written and verbal communication skills, great phone etiquette and elevated speech
  
• Should be flexible to work in shifts both day and night.