Customer Support Executive

MwalimuPLUS is an intelligent e-tutoring solution that provides personalized learning support for primary-school going children. We are looking to hire an experienced customer support representative with at least 2 years of experience or holds a diploma in customer service. SKILLS NEEDED: 1. Critical thinking and problem solving. 2. Imagination and creativity. 3. Digital literacy. 4. Communication and collaboration skills 5. The goal is to help students who have subscribed to our product and services and to retain them. RESPONSIBILITIES: 1. Provide Direct Customer Support. 2. Review and resolve escalations. 3. Support Process Improvement. 4. Train new hires. Take them through the on-boarding for both new customer support team members and sales team members. 5. Customer Satisfaction and retention. 6. Handling customer correspondence such as emails, live chats, What App chats and phone calls. 7. Market and sale MwalimuPLUS product and new features by calling and talking to new clients. 8. Check product reviews from Google Play store and Apple Store. Follow-up with parents and improve on app ratings. Reply to review comments and questions. 9. Answering inbound calls and responding to customers inquiries in a timely manner. 10. Generating customer interest in the company’s products or services. 11. Providing personalized customer service by responding to the needs of customers. 13. Training new hires on the on boarding process as well as how to solve customer problems or promote the company’s products and services 14. Document and report on customer feedback to improve the customer experience 15. Recognize, document, and alert the management team of trends in customer calls 16. Manage and update customer databases with notes for each customer

How to Apply

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MwalimuPLUS Limited Company
Nairobi, KE