Customer Service Representative (FMM Kenya)

Overview

The Kenya Customer Service Representative will be the face of FMM's customer support in Kenya, responsible for addressing client concerns, providing exceptional support, and improving customer experience for all FMM services in the region.

Key Responsibilities

• Respond to customer inquiries, support requests, and complaints from clients in Kenya via multiple channels (email, phone, chat).
• Resolve customer issues promptly, escalating complex issues when needed.
• Track and maintain detailed records of all customer interactions.
• Work closely with the Kenya Operations Representative to ensure seamless service delivery and client satisfaction.
• Assist with onboarding new customers, helping them understand and use FMM's services effectively.
• Provide insights and feedback to improve FMM's service offerings in Kenya.
• Conduct follow-ups to ensure customer satisfaction post-resolution.
• Stay informed about service updates and changes to provide accurate information to clients.

Requirements

• 3+ years of experience in a customer service role, preferably within tech, entertainment, or creative industries.
• Strong communication and problem-solving skills.
• Experience with customer service software and CRM platforms.
• Ability to work in a dynamic, fast-paced environment.
• Ability to maintain a positive and professional attitude with customers.
• Knowledge of local market trends and customer behavior in Kenya is advantageous.
• Strong interpersonal skills, with the ability to work independently and as part of a team.