About this role
Are you passionate about delivering exceptional customer service and resolving client issues efficiently? An exciting opportunity is available for a Customer Support Specialist in Nairobi.
This onsite position is ideal for a proactive and detail-oriented professional who enjoys helping customers, managing operational processes, and supporting business growth. The successful candidate will play a key role in client onboarding, issue resolution, and day-to-day customer support operations.
Job Overview
The Customer Support Specialist will be responsible for ensuring a seamless customer experience by managing onboarding processes, resolving escalated issues, supporting account managers, and coordinating with internal teams.
The role also involves handling customer inquiries, maintaining operational efficiency, and contributing to continuous process improvements.
Job Details
Position: Customer Support Specialist
Job Type: Full Time (Onsite)
Location: Nairobi, Kenya
Industry: Customer Care, Success, and Service
Salary Range: KSh 50,000 – KSh 100,000 per month
Experience Required: Minimum 2 Years
Educational Qualification: Bachelor's Degree, Higher National Diploma (HND), or equivalent
Key Responsibilities
Customer Onboarding
The successful candidate will:
Manage the end-to-end client onboarding process.
Ensure all required documentation is collected accurately and on time.
Process client applications within established timelines.
Monitor application progress and proactively resolve delays or issues.
Customer Support and Issue Resolution
Responsibilities include:
Responding to customer inquiries in a timely and professional manner.
Managing client escalations and ensuring prompt resolution.
Providing high-quality support throughout the customer journey.
Assisting account managers in resolving operational and customer-related issues.
Operations Coordination
The Customer Support Specialist will:
Coordinate with internal departments to ensure efficient service delivery.
Monitor support tickets and follow up until issues are resolved.
Maintain clear communication between teams to improve operational efficiency.
Support daily operational activities and workflow management.
Sales Support and Client Engagement
The role also involves:
Identifying potential clients through outbound calls, emails, and networking.
Presenting the company's products or services to prospective customers.
Responding to incoming sales and support inquiries.
Building positive relationships with new and existing clients.
Process Improvement and Documentation
Additional responsibilities include:
Documenting operational procedures and support workflows.
Identifying opportunities to improve customer service processes.
Recommending solutions that enhance efficiency and customer satisfaction.
Maintaining accurate customer records and operational documentation.
Qualifications and Experience
Applicants should possess the following:
Educational Qualifications
Bachelor's Degree, Higher National Diploma (HND), or an equivalent qualification in a relevant field.
Professional Experience
Candidates should have:
A minimum of two years of experience in customer service, customer support, operations, or a similar role.
Experience working in a fast-paced customer-focused environment will be an added advantage.
Required Skills and Competencies
The ideal candidate should demonstrate:
Customer Service Skills
Excellent customer support and relationship management abilities.
Strong communication and interpersonal skills.
Ability to manage customer expectations professionally.
Technical Skills
Proficiency in Microsoft Office applications.
Experience using CRM software or customer ticketing systems is an advantage.
Ability to manage digital workflows and customer records efficiently.
Professional Competencies
Successful candidates should possess:
Strong analytical and problem-solving skills.
Excellent organizational and time management abilities.
Ability to prioritize multiple tasks in a fast-paced environment.
High attention to detail and accuracy.
A proactive and customer-focused mindset.
Expected Performance Indicators (KPIs)
Performance in this role may be evaluated based on:
Timely completion of customer onboarding processes.
Customer satisfaction and service quality ratings.
Resolution time for customer inquiries and escalations.
Accuracy of operational documentation.
Number of successfully resolved support tickets.
Contribution to workflow improvements and operational efficiency.
Why Apply for This Role?
This position offers an excellent opportunity to build a rewarding career in customer service and operations while working in a collaborative and growth-oriented environment.
Successful candidates will gain valuable experience in customer relationship management, client onboarding, operational support, and business development while contributing to exceptional customer experiences.
Application Deadline
2 August 2026
