Customer Support Officer — Power Financial Wellness (Nairobi)

Customer Support Officer

Overview

As the face of Power Financial Wellness, the Customer Support Officer is responsible for delivering exceptional service through phone, chat, and email. This role focuses on financial empowerment, aiming to realign operational delivery with customer expectations. You will be responsible for resolving product issues, documenting feedback, and driving company-wide best practices to ensure a seamless user experience.

Responsibilities

• Respond promptly and professionally to customer inquiries across telephone, chat, email, and social media.
• Resolve service or product issues by clarifying complaints, determining root causes, and providing solutions.
• Meticulously document all customer interactions and feedback within the CRM system.
• Collaborate with Product, Engineering, and Sales teams to escalate and resolve complex technical issues.
• Maintain a deep understanding of company products to provide effective assistance.
• Suggest process improvements based on recurring customer feedback and data.
• Contribute to the development and updating of the internal knowledge base and FAQ resources.

Qualifications & Experience

• Diploma or Bachelor’s degree in Business, Finance, Customer Service, or a related field.
• Minimum 3 years of experience in a call center or professional customer service environment.
• Passion for helping people and a belief in financial empowerment.

Method of Application

Apply via:  Power Financial Wellness on powerfinancialwellness.bamboohr.com