💼 Customer Service Representative – Software Support (Remote, Kenya)
Location: Kenya (Remote Work)
Role: Full-time, Customer Experience Team
Application Method: Online via TestGorilla
📋 Job Summary
We’re seeking a proactive and empathetic Customer Service Representative to provide exceptional support to software users. You'll guide clients through onboarding, deliver product training, resolve issues, and ensure long-term satisfaction.
🔧 Key Responsibilities
- Manage customer inquiries via phone, email, or chat
- Onboard new users with clear goals and training
- Provide technical support and walk-throughs
- Build strong client relationships and retain users
- Escalate issues professionally and drive resolution
- Educate clients on new features and best practices
- Track customer satisfaction (CSAT) and NPS metrics
- Relay feedback and suggestions to product teams
✅ Required Skills & Experience
- Excellent communication and interpersonal skills
- Empathetic and patient listener
- Problem-solving mindset and proactive attitude
- Strong command of English (spoken and written)
- Experience using MS Word, Excel, and PowerPoint
- Quick learner with the ability to grasp new tools/software
- Ability to work independently and under pressure
🎯 Ideal Candidate Traits
- Passionate about helping others succeed
- Organized, detail-oriented, and tech-savvy
- Familiar with client onboarding and SaaS environments
📨 How to Apply
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