customer-support

Lami is a primary care platform that helps individuals make informed health decisions by facilitating symptom interpretation and doctor-patient interaction. It supports healthcare professionals and companies in improving primary health care while adhering to ESG strategies, promoting inclusivity, and emphasizing preventive care. Lami utilizes a data-driven approach to enhance decision-making for both patients and doctors, contributing to reduced healthcare costs and improved efficiency in care delivery.

A digital platform working as a medical knowldege-based engine.
By combining AI and human clinical expertise, Lami delivers timely healthcare to patients while improving efficiency for doctors.

Lami

• Onboard and activate new agents on the Lami platform.
• Conduct onboarding sessions and platform training.
• Provide hands-on support to ensure agents can navigate the platform effectively.
• Ensure all agents meet required KYC compliance standards before activation.
• Verify submitted documentation and maintain compliance records.
• Provide timely and effective support to agents.
• Guide agents from onboarding to their first policy sale or booking.
• Provide practical sales guidance and platform support.
• Monitor early performance and intervene where support is needed.
• Set clear activation targets with agents.
• Track onboarding progress and sales activity.
• Follow up consistently to drive engagement and conversions.
• Gather agent feedback on the onboarding experience and platform usability.
• Share insights with internal teams to improve tools, processes, and agent satisfaction.
• Work with marketing teams to equip agents with relevant sales and promotional materials.

Agent Onboarding & Support Specialist

Agent Onboarding & Support Specialist ensuring agents are compliant and confident in using Lami platform. Guiding agents from onboarding to their first sale with hands-on support.

Founded in 2011, M-KOPA is a fintech platform that provides digital financial services to underbanked consumers by leveraging data to combine digital micropayments with the Internet of Things [IoT] technology. With operations in Kenya, Uganda, Nigeria and Ghana, M-KOPA’s platform has provided over $1 billion in credit and enabled 3 million customers to access smartphones, electric motorcycles, solar power systems, digital loans and health insurance. The company directly employs nearly 2,000 people across Africa and has created over 10,000 roles for sales agents since the start of 2020.

M-KOPA

• Manage Mobility inbound and outbound calls in a timely manner
• Follow communication scripts when handling different customer topics
• Identify customer needs, clarify information, and provide solutions or alternatives
• Seize opportunities to upsell products when they arise
• Work on customer tickets, resolving both escalated and newly created tasks
• Keep accurate records of all conversations in the call center database
• Identify and escalate priority issues and concerns to management
• Assist customers with after-sale services through surveys, follow-up calls, and other assigned tasks
• Assist in the customer home electrical audit process and management
• Follow up with third parties for repairs, accidents, and insurance resolution
• Handle emergency issues raised by customers including road traffic accidents, evacuations, and rescues
• Support in thermal incidences and escalate to management
• Support issues related to driving training, logbooks, and number plates
• Receive and escalate customer documentation related to incidents and accidents
• Propose new ideas from customer feedback to help the Mobility team improve processes

Customer Care Representative

Customer Care Representative managing customer support for M-KOPA Mobility via calls and resolving inquiries. Focused on ensuring positive customer experiences as part of the Mobility division.

poa! internet is a Kenyan telecommunications company that provides affordable unlimited home internet services, helping to connect communities with reliable internet access. Their offerings include home internet plans starting from KES 1575 per month, boasting speeds of 5Mbps and no data caps or slowdowns. Additionally, poa! internet operates a street Wi-Fi service with over 40,000 hotspots, allowing users to access free daily data and inexpensive data packages, making internet connectivity more accessible across Africa.

We believe EVERYONE in the world deserves access to the internet and affordable communications.

Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries, yet 4.4 billion people around the world are still unconnected and many more are poorly serviced.

At poa! we believe everyone deserves access to the internet and it should not be limited to the privileged few. poa! provides wireless broadband to low income and rural communities across East Africa, offering people highly affordable services. 

poa! brings significant social benefit to the communities we serve by offering free access to digital content including educational and health materials as well as generating substantial employment opportunities.

poa! internet

• Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media
• Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases
• Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs
• Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes
• Support team members with live escalations, troubleshooting, and difficult customer interactions in real time
• Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps
• Collaborate with cross-functional teams to enable end-to-end customer resolution
• Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery
• Uphold and foster a culture of excellence, accountability, and customer obsession within the team

Customer Service Team Leader

Lead Customer Service Team for poa! internet, enhancing customer experience across channels in a hybrid role. Drive operational efficiency and performance while fostering team accountability and growth.

Greenlight Planet is a company that has transitioned to the brand Sun King. It specializes in designing, distributing, installing, and financing solar energy solutions, specifically for the 1.8 billion people without reliable electricity access. The company provides a range of solar products, such as lanterns, home systems, and AC electricity systems, to meet diverse power needs across Africa and Asia. Sun King's solutions facilitate off-grid power access, offering reliable and sustainable energy alternatives to traditional power sources. The company operates on a global scale, including in regions such as East Africa, South Asia, and Oceania, and also provides pay-as-you-go financing options to make solar energy more accessible and affordable.

Powering access to brighter lives in Africa, Asia, and beyond

Greenlight Planet

- Regularly monitor performance metrics results and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
- Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Real-time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
- Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
- Motivate and coach the team while ensuring optimum performance.
- Keeping up to date with business development and new product lines
- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures toward achieving SLAs
- Ensure training and development plans and schedules are maintained for all team members
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
- Head and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
- Keep up to date with any industry changes affecting the business and relay this knowledge back to the team
- Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
- Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
-  Efficiency in case management in line with customer escalations resolution within the defined SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
- Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, and major system outages for follow-through and feedback to key stakeholders.
- Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement


Customer Service Team Manager – Clean Cooking

Customer Service Team Manager leading a team for clean cooking customer support at Sun King. Responsible for coaching and motivating agents across voice and non-voice platforms in Nairobi, Kenya.

Hybrid Customer Support roles in Kenya

Browse 4 hybrid customer support roles hiring in Kenya.

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