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Customer Experience Representative
PREDICTA MARKETS LIMITED
Nairobi 🇰🇪 Kenya
Posted about 1 hour ago (10 Oct 2026) Updated about 1 hour ago
Job Description
The Customer Experience Representative serves as the primary point of contact for Reliance Broadband customers, handling inquiries, troubleshooting connectivity issues, and processing billing and renewal requests. The role ensures timely ticket resolution, promotes customer retention, and escalates complex problems to technical teams. Strong communication in English and Kiswahili and a customer‑focused attitude are essential.
Qualifications & Requirements
- • Diploma or certificate in a relevant field
- • At least 1 year of customer service experience, preferably in a call centre, telecom, ISP, or banking environment
- • Excellent spoken and written English and Kiswahili
- • Proficiency with computers, ticketing systems, and basic internet concepts
- • Patient, empathetic, and professional demeanor
- • Willingness to work shifts, including weekends
Required Skills
Responsibilities
- • Respond to customer inquiries via phone, WhatsApp, SMS, email, and social media
- • Perform first‑line troubleshooting of connectivity problems and escalate as needed
- • Log, track, and follow up on support tickets until resolution
- • Manage billing, payment, and renewal questions, including M‑Pay confirmations
- • Register new customers and schedule installation appointments
- • Proactively contact customers with expiring subscriptions to encourage renewal
- • Relay customer feedback and recurring issues to management and technical teams
- • Meet service targets for response time, resolution time, and satisfaction