JOB PURPOSE & SUMMARY
Our client  who is in the high-tech space offering global technical services is looking for a Customer Support Lead to join their vibrant team in Nairobi.
KEY RESPONSIBILITIES AND DUTIES

Respond  to any queries and requests regarding emerging problems that our clients  and stakeholders might face, with accuracy and efficiency.
Responding to incoming calls and providing accurate, valid, and complete information to clients and other stakeholders using the right methods/tools within the  stipulated timeframes.
Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.
Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.
Support employee development by providing detailed feedback.
Identifying gaps in performance and knowledge for new and old team
Submit relevant daily team performance reports as per the company standards.
Capturing individual performance on the system and analyzing the same to ensure adherence to expected quality.
Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.
Respond to incoming chats and provide accurate/valid/complete informational updates to clients.
Identify, organize, prioritize, and process user requests through the system.
Collect and verify all user documents and information.
Maintain a high level of professionalism to increase and maintain a high level of customer satisfaction.

QUALIFICATIONS:
EDUCATION/KNOWLEDGE AND EXPERIENCE

Bachelor’s degree in marketing or another business-related field or equivalent experience in a similar role.
At least 5-years’ experience in Customer Service related roles

COMPETENCY AND TECHNICAL SKILLS

Excellent communication (oral/writing) and presentation skills
Excellent communication, creative, organizational, and decision-making skills.
Self-driven, results-oriented, and positive team player.
Ability to thrive in a  multitasking environment and can adjust priorities on the fly.
Ability to respond promptly and prioritize workload effectively based on the needs of customers.
Keen attention to detail and effective time management skills
Eager to learn, adapt and collaborate at all levels.