Customer Service Executive at Bridge Talent Management

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Customer Service Executive

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience
  • LocationNairobi
  • Job FieldCustomer Care 

Key Responsibilities

  • Provide timely and effective customer support via chat, phone, and other communication channels, ensuring a high standard of service.
  • Address and resolve customer complaints, concerns, and inquiries related to rides, payment issues, driver performance, app functionality, and other service-related topics.
  • Guide customers through troubleshooting steps for app-related problems, ensuring they can use the service with minimal disruption.
  • Take ownership of customer issues, ensuring timely follow-up and resolution, escalating when necessary to senior support, operational, or technical teams.
  • Act as a liaison between customers and various internal teams (e.g., driver support, technical support) to address complex concerns.
  • Maintain a professional, calm, and empathetic demeanor in all customer interactions, ensuring a positive experience even in challenging situations.
  • Handle multiple customer inquiries simultaneously while maintaining a high level of attention to detail and accuracy.
  • Record and document customer interactions in the CRM system, tracking complaints, resolutions, and feedback.
  • Provide feedback to the product and operations teams to improve the overall customer experience and address recurring issues.
  • Ensure adherence to company policies, legal requirements, and privacy standards in all customer interactions.
  • Monitor customer satisfaction through surveys and follow-ups, aiming to improve service quality continuously.
  • Perform any other tasks assigned by the company as needed.

Requirements

Skills & Qualifications

  • Proven experience in customer service, particularly in handling complaints and resolving issues via chat and phone.
  • Excellent communication skills, both verbal and written, with the ability to articulate solutions clearly and empathically.
  • Strong problem-solving abilities and the capability to remain calm under pressure.
  • Ability to handle challenging and irate customers with professionalism and patience.
  • Familiarity with customer service software, CRM systems, or ticketing platforms is a plus.
  • Knowledge of the ride-hailing industry and its common challenges is advantageous.
  • Strong multitasking skills, with the ability to manage multiple customer queries simultaneously.
  • Team-oriented and capable of working in a fast-paced, dynamic environment.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Bridge Talent Management on bridgetalentgroup.zohorecruit.com to apply

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