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Customer Support Agent (Freelancer) at ALX
JobSearch
Nairobi 🇰🇪 Kenya
Posted 9 days ago (15 Sep 2026) Updated 5 days ago
Job Description
The Customer Support Agent provides front‑line assistance to French‑speaking learners, handling email tickets from intake through resolution. The role requires clear, warm communication, strict adherence to workflows, and the ability to identify patterns and escalate issues when necessary. It offers an opportunity to develop structured troubleshooting skills in a high‑volume environment.
Qualifications & Requirements
- • Bachelor’s Degree (BA/BSc/HND) or equivalent
- • Fluency in French and English
- • Strong attention to detail and written communication skills
- • Ability to work within structured processes and meet quality standards
Required Skills
Responsibilities
- • Own asynchronous email tickets and backlog items from intake to resolution
- • Respond to learners with clarity, warmth, and precision
- • Follow documented workflows and escalation guidelines consistently
- • Ensure tickets are properly tagged, categorized, and documented
- • Escalate technical or high‑impact issues to senior team members as needed