Customer Service Representative

Tire Support Specialist (French & English)

Location: Nairobi, Kenya

Work Modality: On-site

Employment Type: Full-Time

About the Role

We are seeking a Tire Support Specialist to provide exceptional support to consumers, tire installers, and wholesale distributors. This role is ideal for customer-focused professionals who enjoy problem-solving, delivering outstanding service, and working in a fast-paced environment.

The successful candidate will handle customer interactions across phone, chat, and email while ensuring a positive customer experience and meeting service performance standards.

Key Responsibilities

• Handle inbound customer interactions via phone, chat, and email in a professional and timely manner.
  
• Assist customers with tire-related inquiries, product information, and order support.
  
• Provide accurate solutions and guidance while maintaining a high level of customer satisfaction.
  
• Document customer interactions and maintain detailed records within internal systems.
  
• Escalate complex issues to team leaders or other departments when necessary.
  
• Collaborate with internal teams to ensure efficient problem resolution.
  
• Meet established KPIs, quality standards, and service level expectations.
  
• Deliver a positive and consistent customer experience across all communication channels.
  

QualificationsRequired

• 6 to 12 months of experience in Customer Service, Contact Center, or a similar customer-facing role.
  
• Fluent French (C1).
  
• Advanced English (C1 or higher).
  
• Excellent verbal and written communication skills.
  
• Strong customer service orientation and interpersonal skills.
  
• Problem-solving mindset with the ability to think critically and resolve issues effectively.
  
• Ability to multitask and manage multiple customer interactions simultaneously.
  
• Adaptability and willingness to learn new systems and processes.
  

Preferred

• Experience in sales, retention, or customer relationship management.
  
• Spanish language skills are a plus but not required.
  

Key Competencies

• Customer Service Excellence
  
• Multichannel Support (Voice, Chat & Email)
  
• Communication Skills
  
• Problem Solving
  
• Customer Relationship Management
  
• Attention to Detail
  
• Time Management
  
• Adaptability
  
• Team Collaboration
  
• Multitasking
  
• Professionalism
  
• Results Orientation
  

Ideal Candidate

The ideal candidate is customer-focused, bilingual in French and English, and passionate about delivering exceptional service. They are comfortable working in a fast-paced environment, managing multiple communication channels, and providing accurate, efficient support while maintaining a positive attitude and strong attention to detail.