Customer Support RepresentativeNew!

• Serve as the primary point of contact and identify the customer's actual issue through active listening.
• Communicate clearly, professionally and respectfully with customers.
• Deliver accurate information and approved solutions using current scripts and knowledge articles.
• Resolve eligible issues at first contact, otherwise escalate with complete evidence and appropriate urgency.
• Follow up unresolved cases until closure or formal transfer with clear handover notes.
• Manage difficult or sensitive customer situations and support service recovery.
• Complete customer authentication and follow privacy, data protection and fraud procedures.
• Use only approved client systems, scripts and permissions.
• Support quality reviews and contribute improvements to scripts and knowledge materials.

Qualifications & Experience:

• Diploma or degree in a related field.
• Experience in a customer service or call centre role is an advantage.
• Fluent spoken and written English; French or Kinyarwanda an advantage.

Skills & Competencies:

• Active listening and clear communication.
• Case documentation.
• Empathy and service recovery.
• Confidentiality and data protection discipline.