Work At Home - Customer Service Representative
AFRICA TRUSTLINK · Kenya
- Hybrid
- Full-time
- $12,400 / year
- Kenya
Job highlights
- Deliver outstanding customer service remotely.
- Resolve customer inquiries efficiently and empathetically.
- Meet productivity, quality, and SLA targets.
- Utilize strong communication and problem-solving skills.
- Grow career with global customer experience partner.
About the role
About the Role
We are looking for a highly motivated and customer-focused Customer Service Agent to deliver outstanding service and represent our clients with professionalism and empathy. This role plays a critical part in resolving customer inquiries efficiently while ensuring a positive customer experience that drives satisfaction and loyalty. The ideal candidate is proactive, detail-oriented, comfortable working remotely, and capable of handling multiple customer interactions across different communication channels.
Key Responsibilities
- Provide high-quality customer support through multiple channels (chat, email, calls, and other platforms)
- Respond to customer inquiries, resolve issues, and fulfil service requests such as refunds, reshipments, and account updates
- Deliver exceptional customer experiences by demonstrating empathy, clear communication, and problem-solving skills
- Meet productivity, quality, SLA, and KPI targets consistently
- Adhere to assigned schedules, attendance policies, and operational guidelines.
- Proactively communicate any situation that may impact performance or availability (technical issues, personal matters, health situations).
- Stay updated on client products, services, policies, and procedures.
- Participate actively in training sessions, coaching, and continuous improvement initiatives
- Accurately document cases, interactions, and updates in internal systems and tracking tools
- Receive feedback constructively and demonstrate rapid improvement.
- Support special projects and cross-functional initiatives when required.
- Maintain professional communication standards with clients and internal stakeholders
Required Profile
Education & Experience
- High school diploma or technical degree (preferred).
- Previous experience in customer service, BPO, call centre, or support roles (preferred but not mandatory).
Skills
- Advanced English level (B2+ spoken and written)
- Excellent verbal and written communication skills.
- Strong results orientation and accountability
- Proficiency with Google Workspace (Gmail, Docs, Meet, Calendar)
- High level of digital literacy and ability to learn new systems quickly.
- Strong time management and organisational skills
- Team-oriented mindset
- Continuous learning attitude
- High integrity and responsibility
- Strong analytical and problem-solving skills
Technical Requirements (BYOD)
- Reliable and stable internet connection
- Computer with a minimum Intel Core i5 processor or equivalent
- Noise-cancelling headset
- A fully functional laptop and reliable high-speed internet are required (Windows operating system only; iOS is not supported)
Working Conditions & Benefits
- 100% remote work modality
- Stable employment contract
- Paid training and ongoing development.
- Career growth opportunities within an international organisation.
- Supportive and collaborative work environment.
Why Join Us?
By applying to this opportunity, you’ll be considered not only for our current openings but also for future roles, as your profile will be part of our active talent database. Be part of a fast-growing global organisation with international exposure. Work with innovative clients and cutting-edge tools. Build a long-term career with continuous learning and development opportunities. Enjoy a remote-first culture that values accountability, autonomy, and performance. Join a people-centred company where your contribution truly makes an impact.
Key skills/competency
- Customer Service
- Communication Skills
- Problem-Solving
- Remote Work
- Google Workspace
- Time Management
- Customer Support
- Client Relations
- Adaptability
- Results Orientation
Skills & topics
- Customer Service Representative
- Customer Support
- Remote Work
- BYOD
- Kenya Jobs
- BPO
- Call Center
- English Speaker
- Google Workspace
- Client Relations
How to get hired
- Tailor your resume: Highlight customer service experience, communication skills, and remote work readiness.
- Showcase technical skills: Emphasize proficiency in Google Workspace and digital literacy.
- Demonstrate problem-solving: Use examples of resolving customer issues effectively.
- Prepare for remote work: Ensure you have the required technical setup and a distraction-free environment.
- Highlight language skills: Mention advanced English proficiency (B2+) prominently.
Technical preparation
Ensure stable internet and power supply.,Test your computer's performance.,Familiarize yourself with Google Workspace.,Set up a noise-cancelling headset.
Behavioral questions
Describe a challenging customer issue you resolved.,How do you handle multiple customer inquiries?,How do you stay motivated working remotely?,How do you manage your time effectively?
Frequently asked questions
- What is the salary range for a Customer Service Representative at Africa Trustlink?
- The Customer Service Representative role at Africa Trustlink offers a yearly salary range of $10,000 to $12,400.
- Is the Customer Service Representative role at Africa Trustlink remote?
- Yes, this is a 100% remote position, allowing you to work from home. It requires you to bring your own device (BYOD).
- What are the technical requirements for the remote Customer Service Representative role?
- You will need a reliable and stable internet connection, a computer with at least an Intel Core i5 processor, a noise-cancelling headset, and a fully functional Windows laptop.
- What English level is required for the Customer Service Representative position?
- An advanced English level, specifically B2+ in both spoken and written communication, is required for this role.
- Does Africa Trustlink offer training for the Customer Service Representative role?
- Yes, Africa Trustlink provides paid training and ongoing development opportunities to help you succeed in the role and grow your career.
- What kind of customer interactions will I handle as a Customer Service Representative?
- You will handle customer inquiries via multiple channels including chat, email, and calls, resolving issues, fulfilling service requests like refunds, and updating accounts.
- What is the reporting structure for the Customer Service Representative at Africa Trustlink?
- Customer Service Representatives report to a Team Leader within the Operations / Delivery department.
- Can I apply for future roles at Africa Trustlink with this application?
- Yes, by applying for this opportunity, your profile will be considered for current and future openings as part of their active talent database.