Sustenir Human Resource Consultancy was established in 2020 registered under the registration of business name (cap,499, section 14) in Kenya. We are based in Nairobi, Kenya whereby we provide professional Human Resources consulting and services to organizations of all sizes both in private and public sectors.

The Customer Service Representative role exists to provide timely, accurate and professional support to customers regarding service inquiries and network issues. The role ensures customers receive quick assistance, clear guidance, and satisfactory resolutions, contributing to customer retention and a positive company image.

KEY RESPONSIBILITIES

Customer Support & Issue Resolution

• Respond to customer inquiries related to services, connectivity and network issues.
• Diagnose basic service issues and resolve them promptly where possible.
• Escalate unresolved or complex issues to the relevant technical teams and follow up until closure.
• Monitor service quality and report recurring issues to support continuous improvement.

Customer Communication & Follow-Up

• Maintain regular follow-up with customers to ensure issues are fully resolved.
• Provide clear guidance on the effective use of network services.
• Communicate service updates, outages and resolutions professionally and courteously.
• Maintain a friendly, respectful and customer-focused attitude at all times.

Service Quality & Customer Satisfaction

• Ensure all customer interactions meet service standards and SLAs.
• Handle customer concerns and complaints calmly and professionally.
• Promote customer satisfaction and loyalty through proactive support and problem-solving.

Documentation & Reporting

• Accurately record and maintain details of customer interactions, complaints and resolutions.
• Update customer tickets, logs and support systems in a timely manner.
• Prepare and submit daily or weekly customer support reports as required.

Team Support & Knowledge Sharing

• Assist in training new customer support staff.
• Share best practices, product knowledge, and service improvement ideas with the team.
• Support the Customer Support Team Lead in maintaining service standards.

QUALIFICATIONS

• Diploma or Certificate in Information Technology, Customer Service, Business, Communications or a related field.
• A Bachelor's Degree is an added advantage.
• Minimum 2–5 years’ experience in customer service, call center support or ISP customer support environment.
• Basic understanding of network services, internet connectivity and technical troubleshooting.
• Strong verbal and written communication skills.
• Ability to handle customers professionally in high-pressure situations.
• Good problem-solving and conflict-resolution skills.
• Computer literacy and experience using ticketing or CRM systems.
• High level of integrity, patience, empathy, and customer focus.
• Ability to work in shifts and collaborate effectively with technical teams.

• Respond to customer inquiries related to services, connectivity and network issues.
• Diagnose basic service issues and resolve them promptly where possible.
• Escalate unresolved or complex issues to the relevant technical teams and follow up until closure.
• Monitor service quality and report recurring issues to support continuous improvement.
• Maintain regular follow-up with customers to ensure issues are fully resolved.
• Provide clear guidance on the effective use of network services.
• Communicate service updates, outages and resolutions professionally and courteously.
• Maintain a friendly, respectful and customer-focused attitude at all times.
• Ensure all customer interactions meet service standards and SLAs.
• Handle customer concerns and complaints calmly and professionally.
• Promote customer satisfaction and loyalty through proactive support and problem-solving.
• Accurately record and maintain details of customer interactions, complaints and resolutions.
• Update customer tickets, logs and support systems in a timely manner.
• Prepare and submit daily or weekly customer support reports as required.
• Assist in training new customer support staff.
• Share best practices, product knowledge, and service improvement ideas with the team.
• Support the Customer Support Team Lead in maintaining service standards.

• Strong verbal and written communication skills.
• Ability to handle customers professionally in high-pressure situations.
• Good problem-solving and conflict-resolution skills.
• Computer literacy and experience using ticketing or CRM systems.
• High level of integrity, patience, empathy, and customer focus.
• Ability to work in shifts and collaborate effectively with technical teams.
• Basic understanding of network services, internet connectivity and technical troubleshooting.

• Diploma or Certificate in Information Technology, Customer Service, Business, Communications or a related field.
• A Bachelor's Degree is an added advantage.