Customer Experience Representative

Location: Nairobi | Type: Full-time | Salary: Ksh 24,000

About the role

You'll be the voice of Reliance Broadband. You'll help customers with account, billing and connection issues and make sure every customer ends the conversation happier than they started.

Key responsibilities

• Handle customer questions and complaints by phone, WhatsApp, SMS, email and social media.

• Do first-line troubleshooting of connectivity problems (router restarts, Wi-Fi settings, checking the account status) and pass complex issues to the technical team.

• Log, track and follow up on support tickets until they're resolved.

• Handle billing, payment and renewal questions, including M-Pesa payment confirmations.

• Register new customers and coordinate installation appointments with the field team.

• Proactively contact customers whose subscriptions have expired or are about to, to keep them with us.

• Pass customer feedback and recurring problems to management and the technical team.

• Meet service targets for response time, resolution time and customer satisfaction.

Requirements

• Diploma or certificate in any relevant field.

• At least 1 year of customer service experience, ideally in a call centre, telco, ISP or bank.

• Excellent spoken and written English and Kiswahili.

• Comfortable with computers, ticketing systems and basic internet concepts (Wi-Fi, routers, speeds).

• Patient, empathetic and professional with frustrated customers.

• Willing to work shifts, including some weekends.

Added advantage

• Experience supporting an ISP or a technical product.

• Experience with CRM or helpdesk tools (e.g. Zoho, Freshdesk, Splynx, or an ISP billing system).

What we're looking for in you

You solve problems, you don't just take messages. You take ownership of a customer's issue until it's fixed, and you stay positive under pressure.

In your cover note, answer this question in 150 words or fewer:

Customer Experience Rep: "A customer calls angry because their internet has been down for two days and they're threatening to leave. What do you say?