Customer Service Executive

Job Description: Customer Support Executive

Location: Nairobi, Kenya

Overview: We are seeking a motivated and detail-oriented Customer Support Executive to join our team. As a Customer Support Executive, you will play a crucial role in ensuring a positive client experience by providing timely and effective support. You will be responsible for addressing client inquiries, resolving issues, and maintaining clear and concise communication throughout the support process.

Key Responsibilities:

• Client Communication:
  • Build and maintain strong relationships with clients through proactive communication.
  • Provide timely updates on support requests, ensuring clients are informed of progress and resolutions.
  • Uphold a positive client experience by demonstrating empathy, professionalism, and responsiveness.
• Problem-Solving:
  • Utilize analytical and problem-solving skills to assess client issues and identify underlying causes.
  • Implement suitable solutions or workarounds to resolve problems efficiently and effectively.
• Documentation:
  • Maintain meticulous records of client interactions, support tickets, and resolutions within the helpdesk system.
  • Ensure comprehensive documentation and tracking of all support activities for future reference and reporting.
• Collaboration:
  • Collaborate closely with internal teams, including PRO (Public Relations Officer) and finance teams, to address complex client issues.
  • Facilitate effective communication and coordination to ensure timely resolution of client concerns.
• Quality Assurance:
  • Follow up with clients to ensure that issues are fully resolved, and clients are satisfied with the support received.
  • Solicit feedback to identify areas for improvement and enhance overall service quality.
• Continuous Learning:
  • Develop and maintain a thorough understanding of visa requirements, procedures, and regulations applicable to the UAE.
  • Stay updated on changes in regulations and procedures to provide accurate and informed support to clients.

Requirements:

• Proven experience in a customer support role or similar position, preferably in the services industry related to immigration, visa services, or client relations.
• Strong interpersonal and communication skills, with the ability to build rapport and maintain positive client relationships.
• Excellent problem-solving abilities, with a keen attention to detail and analytical mindset.
• Proficient in using helpdesk software and CRM systems to manage client interactions and support tickets.
• Bachelors degree in business administration, Communication, or a related field is preferred.
• Knowledge of UAE visa requirements, procedures, and regulations is highly advantageous.