Customer Support Representative

About Us

Solutech Limited is an Innovative Custom Software Solutions provider based in Nairobi,Kenya with vast experience in building Technology Solutions for businesses especially sales automation tools for General Trade and Modern Trade for manufacturers and distributors.

Thousands of merchandisers, pre sellers (order bookers), van sellers, motorbike sales representatives, trade marketing executives, foot soldiers, sales supervisors and sales managers across Kenya use Solutech Limited’s sales automation tool for merchandising, ordering, selling and delivery of products to provide sales efficiency for manufacturers and distributors.

We are looking for a customer support representative(agent) with demonstrable skills in providing technical support to end users.

Key Skills 

Excellent communication skills (written and verbal).
Required languages: English and Swahili (Spoken: fluent | Written: fluent).
Area of study is not important.

Experience

At least 1 year experience in customer support.
Although experience is not that important, a self starter and fast learner with can-do attitude is what we are looking at.

Duties and Responsibilities

• Setting up, updating and maintaining customer data in the relevant systems.
• Keep customer records up-to-date.
• Answer incoming calls and calls from customers.
• Checking, resolving and responding to customer inquiries.
• Provide excellent customer service.
• Provide technical and non technical training to customers.
• Answering customer calls professionally and escalating as necessary.
• Attend team meetings as required.
• Monitor customer complaints/issues/inquiries on the relevant support channels and resolve the issue.

Ideal Candidate

• Excellent communication skills (written and verbal).
• Required languages: English and Swahili (Spoken: fluent | Written: fluent).
• Customer-centric attitude.
• Competency in Microsoft Word, Excel, PowerPoint.
• Proper time management and can work without supervision at all.
• Recognizes and resolves problems quickly and efficiently.
• Team player.
• Patience when handling tough scenarios.
• Flexible, ability to multi task and can handle tasks overload and pressure with ease.
• Natural problem solver.
• Experience in working with communication applications e.g. whatsapp, skype, hangouts, zoom etc.