Call Center Representative – Jobs in Kenya

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Call Center Representative – Kenya

Nairobi, Kenya
How you’ll help us achieve it Our Longtime User Happiness (LUH) customer support team is the ‘frontline’ for ensuring all users can achieve Sendwave’s mission. To do so, delighting our users remains a core value for our team. Every decision we make as a company is driven by asking how much something would help our existing and future users. Excellent customer support is essential to making sure we treat our users well, and that’s why we need support team members with the skills to delight our users 100% of the time. As a member of our Support Team, you’ll: • Work regular full-time shifts on our support inbox, handling incoming calls, outgoing calls, texts & emails. • Identify patterns in user feedback and translate those into suggestions for improving our user experience. • Quickly identify major issues affecting a number of users and be an advocate for having them addressed swiftly. • Participate in regular trainings & team meetings. You might be a good fit if you: • Truly enjoy helping to solve problems for our awesome customers. • Exhibit excellent written & verbal communication skills. • Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on. • Are motivated to help Sendwave grow through providing stellar service to our customers. Requirements (must have all to apply) • 2+ years experience in a call/contact center or as a dispatcher/receptionist in a large office. • Ability to commit to a full-time schedule. • Ability to work your assigned shift, as we are open 24 hours per day/7 days per week. • Ability to work weekends, evenings, and statutory holidays if required. • Advanced fluency in English (speaking / writing). The job requires the ability to communicate in English with our customers and team at a professional working capacity. • Fluency in Somali, Swahili, Italian, Spanish or French is a plus! Location Our company, including our support team, is 100% remote. External candidates must be authorized to work in Kenya or Senegal. External candidates authorized to work exclusively outside of Kenya or Senegal will not be considered. Key Details • Customer Support Compensations by location: • Kenya: 762,000 gross KES/annually • Senegal: 437,500 – 625,000 net CFA/monthly • USA: $17.30 – $19.50 USD gross/hour • Benefits package – Please see some of our benefits below; • Paid leave for vacations, sick, and bereavement, varying by country • 401k • Charitable donation matching • Baby bonding time for all employees after at least six months of employment • Fertility assistance • Professional development Please read before applying • Position is remote, and can be executed from any quiet location with reliable, fast internet • The interview will be conducted in English. Please come prepared to have an interactive conversation. • Resumes will only be considered if submitted in English. Interview Steps • Resume screening: If your resume is selected, you will receive a email invitation to complete a project • Project: A take home project that will assess your language, computer and problem solving skills • Initial Phone Screen: This interview will be 30 minutes long. You will be asked a few questions about your work experience, and have time to ask any of your own questions. After this interview, we will be in touch within 3 business days. • Manager Interview: This is a conversation with a team lead or department head from the Support team about your work experience. After this interview, we will aim to be in touch within 1 week. • Reference check: If applicable, we will request references from previous roles. Requesting references does not guarantee an offer. • Offer: If reference checks go well, welcome to the team! Location Our company is 100% remote. You can be based anywhere in the the United States, Canada, United Kingdom, France, Germany, Belgium, Poland, Kenya, Rwanda, Senegal or South Africa. We will consider contractors in countries not listed on a case-by-case basis


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