Customer Service Representative

Role Overview

As a Customer Service Representative at Cobetwin Technical Limited, you will support clients through phone, live chat and email, helping them use the company’s products and addressing routine technical questions. Your work will include resolving first-line issues, keeping customers informed through to resolution and passing useful feedback to the relevant technical and product teams.

Key Responsibilities

• Handle incoming customer questions across telephone, chat and email, responding promptly and professionally.
• Explain product features and guide users through practical steps to resolve common issues.
• Record enquiries, complaints and customer feedback accurately in the ticketing system.
• Investigate basic technical problems and follow up with customers until their cases are resolved or appropriately transferred.
• Refer complex faults and specialist requests to the appropriate technical team, providing clear case details.
• Follow the company’s customer-service procedures, call guidance and service-level expectations.
• Identify recurring product difficulties and share relevant observations with product managers.

Requirements & Qualifications

• At least one year of experience in a call centre, telephone customer support or digital helpdesk role.
• A diploma or degree in Communication, Information Technology, Business Administration or a related field.
• Strong spoken and written English, with clear phone communication and careful listening skills.
• Ability to troubleshoot routine product or technical issues and explain solutions in an accessible way.
• Patience, empathy and a customer-focused approach when handling questions or complaints.
• Comfort working in a busy support environment while maintaining accurate interaction records.

What We Offer / Why Join

This full-time, on-site position offers an opportunity to build experience in customer support within the IT and telecommunications industry. The working hours are 8:00 a.m. to 5:00 p.m. in Kenya.