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Customer Service Representative
Mandatory
Posted: By:Hiring Kenya
Company Details
Name:Talent Grid Africa
Industry:
Consulting
Website:
https://talentgridafrica.com/
Description:
Talent Grid Africa is a regional consulting firm that partners with leaders in business to handle the complexities of hiring the right talent, engaging them in the right way, improving performance, and retaining top talent. We help them leverage their greatest assets-the people, to capture more opportunities and grow their businesses. Our purpose is to offer human resource and business solutions that are innovative, actionable, and compliant, that solve organizations’ most important challenges. Our success depends on the true belief that people are the drivers of any business, and an optimized workforce equals business success. We work with a diverse team of experts in strategic HR management and acquisition that delivers local solutions for global business success.
Job Description
Role Overview
- The Customer Service Representative will be responsible for delivering exceptional customer experience by managing client interactions across phone and email channels, resolving inquiries efficiently, and ensuring service excellence aligned with international standards.
Key Responsibilities
- Handle inbound and outbound customer calls in a professional and timely manner
- Respond to customer inquiries via phone and email with accuracy and clarity
- Manage customer accounts and update service records in CRM systems
- Follow up on outstanding accounts where applicable (debt collection exposure an advantage)
- Resolve customer complaints and escalate complex issues appropriately
- Maintain strong, long-term relationships with international clients
- Ensure adherence to service level agreements (SLAs) and company policies
- Meet individual and team performance targets (KPIs)
- Prepare and submit routine reports to supervisors
- Support continuous improvement in customer service delivery processes
Requirements
- Diploma or Bachelor’s degree in Business Administration, Finance, Communications, or related field
- 3–5 years of customer service experience in BPO, banking, telecommunications, or call center environments
- Strong exposure to structured customer handling processes in regulated industries (banking/financial services preferred)
- Excellent verbal and written communication skills with high fluency in English
- Strong problem-solving, interpersonal, and conflict resolution skills
- Ability to work effectively in a fast-paced, performance-driven environment
- High level of professionalism when dealing with international clients
- Certificate of Good Conduct (mandatory)
- Clean Credit Reference Bureau (CRB) record
Salary: KES Not specified
Otherpay: Benefits
Education: Diploma
Employment Type: Full Time
Contact Information
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