Customer Support Officer - Client Tickets Job at Watu in Kenya

Customer Support Officer - Client Tickets Job at Watu

Watu, a leading asset financing company in East Africa, is seeking a dedicated and detail-oriented Customer Support Officer to join their team in Kenya. This is an excellent opportunity for a customer-focused professional to build a career in client relations and support within the dynamic fintech and mobility sector.

As a Customer Support Officer specialising in Client Tickets, you will be the primary point of contact for customer inquiries and issues, ensuring timely resolution and maintaining high levels of client satisfaction. You will play a crucial role in managing and tracking support tickets from creation to closure, providing clear communication and effective solutions.

Key Responsibilities & Duties:

• Receive, log, and manage customer support tickets through the designated ticketing system.
• Provide first-line support to clients, addressing inquiries related to Watu's products and services.
• Investigate and diagnose client issues, escalating complex problems to the relevant technical or specialist teams when necessary.
• Maintain accurate records of all customer interactions, issues, and resolutions in the CRM system.
• Follow up with clients to ensure their issues are fully resolved and gather feedback on the support process.
• Monitor ticket queues and ensure adherence to service level agreements (SLAs) for response and resolution times.
• Collaborate with cross-functional teams including sales, technical support, and finance to provide comprehensive customer solutions.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Requirements & Qualifications:

• A minimum of a Diploma or Bachelor's degree in Business Administration, Communication, IT, or a related field.
• Proven experience of 1-2 years in a customer support, helpdesk, or client service role, preferably within fintech, banking, or a technology-driven company.
• Excellent verbal and written communication skills in English; proficiency in Swahili is a strong advantage.
• Strong problem-solving abilities and a patient, empathetic approach to customer service.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and basic CRM software.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Strong computer literacy and proficiency in MS Office applications.

Company Benefits & Perks:

• Competitive salary and benefits package commensurate with experience.
• Opportunity for professional growth and career development within a rapidly expanding company.
• Comprehensive training on Watu's products, services, and support systems.
• Work in a vibrant, multicultural, and innovative environment.
• Be part of a mission-driven company making a tangible impact on financial inclusion and mobility in East Africa.

How to Apply: Interested and qualified candidates are invited to submit their application via the official Watu career portal. Please visit https://watu.applytojob.com/ to view the full job listing and complete the online application process. Ensure your CV is updated and highlights your relevant customer support experience.

This position is based in Kenya and offers a fantastic opportunity for Ugandan professionals looking to advance their careers in the regional East African market with a reputable and growing company like Watu.