Responsibilities

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• Handle customer inquiries via phone, email, and live chat.

• Respond promptly to customer questions and follow up on unresolved cases.

• Provide product information, usage guidance, and troubleshooting support.

• Assist customers with after-sales issues, returns, and warranty-related concerns.

• Create, manage, and follow up on support tickets until resolution.

• Escalate complex issues and provide timely feedback to relevant teams.

• Collect customer feedback and report recurring issues for process improvement.

• Meet email, call, and chat performance targets.

• Maintain accurate records of customer interactions.

• Provide remote support and guidance through video calls when required.

Requirements- College diploma/degree or higher.

• Fluent in English and French (B2/C1 level or above) with excellent communication skills.
• Neutral English accent with the ability to communicate effectively with European and American customers.
• Minimum 1 year of customer service, after-sales, or technical support experience.
• Strong customer service mindset, patience, and professionalism.
• Technical support experience required; STEM background preferred.
• Fast learner with strong troubleshooting abilities.
• Able to work European and American business hours.
• Professional appearance and comfortable appearing on video calls.
• High level of reliability, stability, and accountability.

As part of the screening process, we kindly request that you record and share a short introduction video in French (1–2 minutes). In your video, please briefly introduce yourself and cover the following:

• Your name and current location
• Your experience in customer service or related roles
• Your French language proficiency
• Why are you interested in this position?

Benefits Pay**: Ksh.35,000 gross + Bonuses depending on the campaign (full-time)Contract: Long term Location: Onsite