7 Support Officers Jobs in Kenya 2019
Job Employment Kenya: 7 Support Officers Jobs in Kenya 2019
Job Description: Today Work Kenya


Job Title: Support Officer
Overview: The job entails serving awamo’s
customers by providing product and service information, trainings (onboarding
and/or ongoing), resolving product and service problems in a timely manner to
ensure excellent customer experience and quality service.

The Support Officer is the key
liaison between customers and all relevant stakeholders both internal and

Bachelors’ Degree in an IT or
business-related course – equivalent work experience will be considered as well
Proficiency in Microsoft Office packages
Familiar with the use of Android and excellent general IT user skills
Capability to explain issues to customers in a well-structured and clear manner
Good verbal and written expression and proper use of grammar
Fluency in English and other local languages specific to the area of operation
2 – 3 years working experience
handling customer relations in a fast-paced environment preferably in the IT or
financial sector
Proven track record of fast execution
on tasks and on-time delivery of high-quality results
Proven working experience in any of
the following is considered a plus:
3.   use of any customer relationship management system
Fast thinker, solution oriented
Excellent communication skills and
rapport with customers
Eager to constantly learn, improve
and take on additional responsibility
Capable to provide constructive
feedback to peers and superiors
Ability to work remotely yet deliver
on agreed results
Willingness to work long or irregular
Willingness to travel extensively
Hard-working, organized, and able to
deal with the pressure of delivering fast
Willingness to perform against
defined goals with a relevant variable pay component
Responsibilities & Duties
Create/assign electronic tickets with
accurate issue description to ensure customer queries/issues are resolved
Manage incoming calls and customer
Identify, assess, and communicate
customer needs to enable appropriate action
Guide customers through the
onboarding process (e.g. meeting arrangements, formalities, class room and
on-the-job training, technical assistance)
Train customers individually and in
group sessions on use of awamo’s software
Provide support to customers in
person, via phone, e-mail, or remotely as and when needed even outside normal
business hours
Ensure positive customer experience
through high quality service and communication thereby attaining customer
retention and attracting new customers
Handle customer service and support
related incoming requests and track, prioritize, and document customer service
Respond to and resolve complex
customer issues through incident recognition, research and isolation,
resolution, escalation and follow up – if need be involving other departments –
to the satisfaction of the customer
Update customers on new design,
product and technology changes and ensure they are trained to adapt to the
Promote the awamo brand and market
reach by interacting with team members, vendors and customers to get timely and
regular feedback from the customers on our services vis-à-vis their
Engage in continuous performance
evaluation regarding our product and user experience with the same
Update Branch Manager on any
occurrence outside the norm for support and timely resolution
Regular and timely direct reporting
(daily, weekly, monthly, or quarterly) of activities done to supervisor and
other stakeholders
Coordinate with the product
development team to enhance current design and share feedback from the
customers on any challenges or improvement ideas regarding the product
All interested candidates should
apply through the careers page on our website; www.awamo.com.
No hard copy applications or
applications sent through email directly will be accepted.

Deadline for receipt of applications:
Monday 29th April 2019.


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