Customer Service Agent(ISP/Telecom)
full-time•Nairobi
About this role
Job Summary
The client is seeking a proactive and customer-focused Customer Service Agent to serve as the first point of contact for their internet clients. The role involves handling customer inquiries, troubleshooting basic connectivity issues, coordinating with technical teams, and ensuring timely communication and resolution of customer concerns.
Key Responsibilities
- Receive and handle customer inquiries via phone, WhatsApp, email, and in person
- Log, track, and follow up on customer issues and service requests
- Provide first-level troubleshooting for internet connectivity issues
- Escalate technical faults to the network/technical team and follow up to closure
- Communicate outages, maintenance updates, and service restorations to clients
- Assist clients with account information, billing inquiries, and service plans
- Maintain accurate customer records and interaction logs
- Ensure professional, polite, and timely communication at all times
- Support customer retention through excellent service delivery
Requirements
Requirements
Qualifications & Requirements
- Diploma or Certificate in Customer Service, IT, Business, or a related field
- Previous experience in customer service (ISP or telecom experience is an advantage)
- Basic understanding of internet services and networking concepts
- Good communication skills in English and Kiswahili
- Ability to remain calm and professional under pressure
- Computer literacy and familiarity with CRM or ticketing systems
- Strong problem-solving and follow-up skills
What you'll do
- The Customer Service Agent will handle customer inquiries and provide first-level troubleshooting for internet connectivity issues. They will also log and track customer issues, escalate technical faults, and communicate service updates to clients.
About Career Directions Limited (CDL)
CDL is a proactive Human Resource Management consultancy firm specializing in Strategic Labour Force Outsourcing, Recruitment, Training, Payroll Processing and Total Human Resource Management. Since 2003, we have been a one-stop shop for all HR related queries and support in and around East Africa. We champion best practice in Human Resource while going the extra mile to proactively address workers needs in order to achieve optimum productivity & profitability.
Our Mission
To support and contribute to our partners success while improving the lives' of the community.
Our Vision
To be a partner of choice in providing quality manpower outsourcing solutions.
Our Core Values
1.Professionalism: Conducting our business in the most professional way
2.Respect: Giving due respect to self and others and maintain the environment of teamwork and growth.
3.Passion: To be passionate in all we do.
4.Integrity: To act with honesty and integrity without compromising the truth.
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Frequently Asked Questions
What does a Customer Service Agent(ISP/Telecom) do at Career Directions Limited (CDL)?
As a Customer Service Agent(ISP/Telecom) at Career Directions Limited (CDL), you will: the Customer Service Agent will handle customer inquiries and provide first-level troubleshooting for internet connectivity issues. They will also log and track customer issues, escalate technical faults, and communicate service updates to clients..
Is the Customer Service Agent(ISP/Telecom) position at Career Directions Limited (CDL) remote?
The Customer Service Agent(ISP/Telecom) position at Career Directions Limited (CDL) is based in Nairobi, Kenya. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Service Agent(ISP/Telecom) position at Career Directions Limited (CDL)?
You can apply for the Customer Service Agent(ISP/Telecom) position at Career Directions Limited (CDL)directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.