Key Responsibilities

• Receive and handle customer inquiries via phone, WhatsApp, email, and in person
• Log, track, and follow up on customer issues and service requests
• Provide first-level troubleshooting for internet connectivity issues
• Escalate technical faults to the network/technical team and follow up to closure
• Communicate outages, maintenance updates, and service restorations to clients
• Assist clients with account information, billing inquiries, and service plans
• Maintain accurate customer records and interaction logs
• Ensure professional, polite, and timely communication at all times
• Support customer retention through excellent service delivery

Requirements

Qualifications & Requirements

• Diploma or Certificate in Customer Service, IT, Business, or a related field
• Previous experience in customer service ISP or telecom experience is an advantage
• Basic understanding of internet services and networking concepts
• Good communication skills in English and Kiswahili
• Ability to remain calm and professional under pressure
• Computer literacy and familiarity with CRM or ticketing systems
• Strong problem-solving and follow-up skills