Customer Service Representatives (RollPay Kenya)

(Full-time, Remote)

Overview

The Customer Service Representatives will support RollPay clients across Kenya by resolving issues, providing top-tier customer service, and maintaining high levels of client satisfaction. This role is critical in maintaining positive client relationships and ensuring smooth operations of RollPay services.

Key Responsibilities

  • Respond to customer inquiries and support requests via phone, email, or chat.
  • Troubleshoot and resolve customer issues in a timely and professional manner, escalating complex issues when needed.
  • Maintain accurate records of customer interactions and service requests using CRM tools.
  • Collaborate with internal teams to ensure customer feedback informs product improvements and service optimizations.
  • Provide regular follow-up to ensure customer satisfaction post-resolution.
  • Assist in onboarding new clients, guiding them through the RollPay platform and features.
  • Stay updated on RollPay's offerings and changes to provide accurate information to clients.

Requirements

  • 3+ years of experience in customer service, preferably within financial services, tech, or SaaS environments.
  • Strong problem-solving skills and the ability to handle customer issues with professionalism.
  • Excellent verbal and written communication skills.
  • Ability to work independently in a remote environment and manage time effectively.
  • Familiarity with customer service software and CRM tools (e.g., Zendesk, Salesforce).
  • Customer-first mindset with a passion for improving client experiences.

Benefits

  • Competitive salary
  • ESOPs tied to excellent performance
  • Quarterly movie tickets
  • Health insurance
  • Pension contributions
  • Professional Development Opportunities
  • Hybrid Work Options
  • Performance-Based Annual Bonuses
  • Paid Annual Leave