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

Customer Support Officer - Client Tickets Job Opportunity at Watu (Kenya)

Watu, a leading provider of innovative asset financing solutions in East Africa, is seeking a dedicated Customer Support Officer to join their team in Kenya. This is an exciting opportunity for a customer-focused professional to play a key role in managing client tickets and ensuring exceptional service delivery. If you have a passion for problem-solving and helping customers, this role is for you.

Key Responsibilities & Duties:

• Receive, log, and manage client support tickets through the designated ticketing system.
• Provide first-line support to clients, addressing inquiries and resolving issues related to Watu's products and services.
• Investigate and diagnose client problems, escalating complex cases to the appropriate technical or senior teams when necessary.
• Maintain clear and professional communication with clients via email, phone, and chat to ensure timely resolution.
• Follow up with clients to confirm issue resolution and ensure complete satisfaction.
• Document all client interactions, solutions, and processes to build a knowledge base for future reference.
• Collaborate with cross-functional teams to improve service delivery and customer experience.
• Adhere to service level agreements (SLAs) for ticket response and resolution times.

Requirements & Qualifications:

• A minimum of a Diploma or Bachelor's degree in Business Administration, Communications, IT, or a related field.
• Proven experience (1-2 years) in a customer support, helpdesk, or client service role is preferred.
• Excellent written and verbal communication skills in English; knowledge of Kiswahili is a strong advantage.
• Strong problem-solving abilities and a patient, empathetic attitude towards clients.
• Proficiency in using customer support software (e.g., Zendesk, Freshdesk) and Microsoft Office Suite.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• High level of integrity and a strong commitment to customer satisfaction.

What Watu Offers:

• A competitive salary and benefits package commensurate with experience.
• Opportunity to work with a dynamic and growing company in the fintech sector.
• Professional development and career growth prospects.
• A collaborative and supportive work environment.
• Valuable experience in customer relationship management within the asset financing industry.

How to Apply: Interested and qualified candidates are invited to submit their application via the official Watu career portal: https://watu.applytojob.com/. Ensure your CV highlights your relevant customer support experience.

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