Customer Support Officer - Client Tickets Job at Watu in Kenya

Customer Support Officer - Client Tickets Job at Watu

Watu is seeking a dedicated and customer-focused individual to join our team as a Customer Support Officer specialising in Client Tickets. This is an exciting opportunity to work with a dynamic company in the financial services sector, providing essential support to our valued clients across East Africa, including our growing operations in Uganda.

As a Customer Support Officer, you will be the first point of contact for our clients, managing and resolving their inquiries through our ticketing system. You will play a crucial role in ensuring customer satisfaction and maintaining Watu's reputation for excellent service.

Key Responsibilities:

• Receive, log, and manage client support tickets through our dedicated system.
• Provide timely and accurate responses to customer inquiries via email, phone, and chat.
• Diagnose and troubleshoot client issues, escalating complex cases to the appropriate departments.
• Maintain detailed records of customer interactions and resolutions.
• Follow up with clients to ensure their issues are fully resolved and they are satisfied with the service.
• Collaborate with other teams to improve customer support processes and documentation.
• Stay updated on company products, services, and policies to provide accurate information.

Requirements:

• Diploma or Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 1-2 years of experience in a customer support or client service role.
• Excellent written and verbal communication skills in English; knowledge of Swahili or local Ugandan languages is an added advantage.
• Proficiency in using customer support software and ticketing systems.
• Strong problem-solving skills and the ability to work under pressure.
• Patient, empathetic, and passionate about helping customers.
• Ability to work effectively in a team and adapt to a fast-paced environment.

What We Offer:

• Competitive salary package commensurate with experience.
• Opportunity for professional growth and career development.
• Comprehensive training on company products and support systems.
• Health insurance and other benefits as per company policy.
• A supportive and inclusive work environment.
• Experience working with a leading company in the East African market.

If you are a proactive individual with a passion for customer service and meet the above requirements, we encourage you to apply for this Customer Support Officer position. This role is ideal for someone looking to build a career in customer support within the financial services industry.

To Apply: Interested candidates should submit their application through the official Watu careers portal at https://watu.applytojob.com/. Please ensure your CV is up-to-date and includes relevant experience.

Watu is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.