Customer Support Officer - Client Tickets Job in Kenya | Watu Careers

Watu, a leading asset financing company in East Africa, is seeking a dedicated Customer Support Officer to join their team in Kenya. This role is central to managing client tickets and ensuring exceptional service delivery for customers across the region.

About Watu:
Watu is a fast-growing company specialising in asset financing, particularly for motorcycles and three-wheelers. With a strong presence in Uganda, Kenya, Tanzania, and beyond, Watu empowers entrepreneurs by providing accessible financing solutions. This role offers the chance to be part of a dynamic team shaping the future of mobility and finance in East Africa.

Key Responsibilities:

• Efficiently manage and resolve incoming client support tickets via email, chat, and phone.
• Serve as the first point of contact for customer inquiries, providing timely and accurate solutions.
• Document and track all customer interactions, issues, and resolutions in the ticketing system.
• Escalate complex technical or service issues to the appropriate internal teams.
• Collaborate with cross-functional teams to improve overall customer experience and service processes.
• Gather customer feedback to help identify common pain points and suggest service improvements.
• Maintain a high level of product knowledge to advise customers effectively.

Requirements & Qualifications:

• 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 verbal and written communication skills in English; knowledge of Kiswahili is a strong advantage.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk) and MS Office.
• Strong problem-solving skills and a patient, empathetic attitude towards customers.
• Ability to work effectively in a fast-paced, target-driven environment.

Benefits of Working with Watu:

• Competitive salary and performance-based incentives.
• Comprehensive health insurance and pension scheme.
• Opportunities for professional growth and career development within a growing company.
• A vibrant, inclusive, and supportive work culture.
• Exposure to the innovative fintech and asset financing sector.

If you are passionate about customer service and looking to build a career with a market leader, apply today to become Watu's next Customer Support Officer in Kenya.