Job Summary

The client is seeking a proactive and customer-focused Customer Service Agent to serve as the first point of contact for their internet clients. The role involves handling customer inquiries, troubleshooting basic connectivity issues, coordinating with technical teams, and ensuring timely communication and resolution of customer concerns.

Key Responsibilities

• Receive and handle customer inquiries via phone, WhatsApp, email, and in person
• Log, track, and follow up on customer issues and service requests
• Provide first-level troubleshooting for internet connectivity issues
• Escalate technical faults to the network/technical team and follow up to closure
• Communicate outages, maintenance updates, and service restorations to clients
• Assist clients with account information, billing inquiries, and service plans
• Maintain accurate customer records and interaction logs
• Ensure professional, polite, and timely communication at all times
• Support customer retention through excellent service delivery

Requirements

Qualifications & Requirements

• Diploma or Certificate in Customer Service, IT, Business, or a related field
• Previous experience in customer service (ISP or telecom experience is an advantage)
• Basic understanding of internet services and networking concepts
• Good communication skills in English and Kiswahili
• Ability to remain calm and professional under pressure
• Computer literacy and familiarity with CRM or ticketing systems
• Strong problem-solving and follow-up skills

• Receive and handle customer inquiries via phone, WhatsApp, email, and in person
• Log, track, and follow up on customer issues and service requests
• Provide first-level troubleshooting for internet connectivity issues
• Escalate technical faults to the network/technical team and follow up to closure
• Communicate outages, maintenance updates, and service restorations to clients
• Assist clients with account information, billing inquiries, and service plans
• Maintain accurate customer records and interaction logs
• Ensure professional, polite, and timely communication at all times
• Support customer retention through excellent service delivery

• Good communication skills in English and Kiswahili
• Ability to remain calm and professional under pressure
• Computer literacy and familiarity with CRM or ticketing systems
• Strong problem-solving and follow-up skills

• Diploma or Certificate in Customer Service, IT, Business, or a related field
• Previous experience in customer service (ISP or telecom experience is an advantage)
• Basic understanding of internet services and networking concepts