Customer Support Officer

About the Role

The Customer Support officer handles new customers through onboarding acting as the frontline for customer interaction by providing timely and accurate information, training on the product knowledge, resolving complaints, troubleshooting issues, and offering customer support. The role requires strong communication, problem-solving skills, and patience to ensure a positive and consistent customer experience as well managing and supporting financial partners.

Key responsibilities

• Coordinate with the Sales and Marketing teams to ensure seamless product handovers and compliance with pre-sale, sale, and post-sale processes.
• Ensure all customer and product handover documentation is accurately completed and maintained in AmperOps and the Driver Wallet/App.
• Verify customer bio data with all supporting documentation provided before contract execution.
• Facilitate customer onboarding by conducting training, contract sign-off, product demonstrations, enforce compliance and answering customer queries in line with standard operating procedures.
• Support the implementation of new product features, contract updates, and customer-facing process changes in collaboration with Operations and Sales.
• Manage inbound and outbound customer support during the handover process.
• Allocate, monitor, and coordinate customer support tickets to ensure timely resolution.
• Manage customer escalations and coordinate with relevant teams to resolve issues promptly.
• Follow up on partner requests and coordinate timely responses across stakeholders.
• Work closely with the Supply Chain and Aftercare teams to manage product returns, repairs, and customer aftercare.
• Enforce warehouse policies and operational procedures during all customer interactions.

Minimum requirements:

• Diploma in Business Administration, Communications, Customer Service, or a related field.
• Minimum of one (1) year of experience in a customer service or customer-facing role.
• Experience handling customer onboarding, product handovers, or customer support is an added advantage.
• Demonstrated experience managing customer concerns and resolving escalated issues professionally.
• Strong verbal and written communication skills with the ability to engage customers effectively.
• Excellent problem-solving and critical thinking skills, with sound judgment and attention to detail.
• Highly organized, with the ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
• Proactive, customer-focused, and able to work collaboratively across cross-functional teams.

Job location

This role will be based in Nairobi, Kenya Reporting to the Operations Manager