Customer Service Agent

• Handle and process customer inquiries received via phone and email, providing accurate and timely responses
• Enhance communication channels and foster positive relationships with clients, partners, and internal teams
• Report, follow up, document, and take proactive actions to resolve all ongoing customer issues until complete resolution
• Provide comprehensive information to customers regarding the company’s products and services to promote understanding and satisfaction
• Perform data entry tasks accurately, maintaining up-to-date records and documentation
• Carry out additional duties assigned by the immediate supervisor related to the customer support role

Qualifications & Experience:

• College level qualification
• At least 1 year of relevant experience in customer service (less than 2 years experience level)
• English fluency (excellent command), spoken and written
• Freelance contract, based in Kigali

Skills & Competencies:

• Proven experience in customer service roles, demonstrating effective communication skills
• Strong listening skills and the ability to understand client needs accurately
• A positive attitude combined with a professional work ethic focused on customer satisfaction
• Excellent interpersonal skills, including tact, diplomacy, and politeness in all interactions
• High sense of responsibility and discretion when handling sensitive information
• Ability to work independently with resourcefulness and initiative
• Flexibility in scheduling to accommodate varying shifts and operational needs
• Experience working with a North American company would be considered an asset