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Customer Support Rep Job in Kenya

November 25, 2020

About the Role

Customer support representatives are all about helping and educating both influencers and advertisers. A CS rep takes angry users and turns them into Wowzi’s strongest evangelists, and are always looking for unique and exciting ways to solve problems. Key roles will include:

Technical Customer Support

Acknowledge and resolve complaints via Intercom, phone, email, mail,playstore, and social media.
Respond to all playstore comments and escalate any unresolved issues
Communicate with customers through various channels on the product features and product development
Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Build sustainable relationships of trust through open and interactive communication
Providing feedback on the efficiency of the customer service process.
Recommend potential products or services to management by collecting customer information and analyzing customer needs

Social Media Management

Manage all social advertising campaigns.
Managing Playstore comments and getting 10 5-start ratings daily
Assisting in other operational duties such as social media checks etc

Customer Relationship Management

Maintaining a positive, empathetic and professional attitude toward customers at all times.
Ensure customer satisfaction and provide professional customer support.
Responding promptly to customer inquiries.
Triage issues and escalate them when necessary
Build loyalty among new users and get our early adopters to keep using and advocating for Wowzi

Key Performance Indicators