Customer Care Representative

Job Summary

• WhotAfrica is looking for a smart, customer-focused, and proactive Customer Support Representative to join the team.
• The ideal candidate will be responsible for handling customer inquiries, resolving complaints, escalating technical issues, and ensuring a smooth and satisfying experience for users across all support channels.
• The successful candidate must possess excellent communication skills, strong problem-solving abilities, and experience using customer support tools. Experience with Zoho CRM or similar CRM/support platforms will be an added advantage.

Key Responsibilities
Customer Support:

• Respond promptly and professionally to customer inquiries via calls, email, live chat, and social media channels.
• Resolve customer complaints efficiently by providing accurate information and appropriate solutions.
• Assist customers with product usage, troubleshooting, and account-related inquiries including account creation, password resets, account settings adjustments, and privacy concerns.

Customer Satisfaction & Retention:

• Monitor customer satisfaction levels and follow up to ensure issues are fully resolved.
• Advocate for customer needs within the company and recommend service improvements based on feedback.
• Engage customers to better understand their expectations and improve overall satisfaction and loyalty.
• Support customer retention initiatives aimed at increasing positive engagement and reducing churn.

Documentation & Escalation:

• Maintain detailed records of customer interactions, complaints, feedback, and resolutions.
• Prepare regular reports on customer support activities for management review.
• Collect and analyze customer feedback to identify recurring issues and opportunities for product improvement.
• Escalate complex or unresolved issues to the appropriate departments for further investigation and resolution.

Promotions & Product Updates:

• Inform customers about product updates, new features, events, and promotions.
• Encourage customer participation in promotional campaigns and beta testing initiatives to gather early feedback.

Policy & Procedure Compliance:

• Ensure all customer interactions comply with company policies, privacy regulations, and customer service standards.
• Stay updated on company products, services, and operational procedures to provide accurate support.

Training & Development:

• Participate in training sessions focused on customer service, tools, and emerging technologies.
• Share knowledge and insights with team members to improve overall service delivery.

Collaboration:

• Work closely with product, technical, and sales teams to resolve customer concerns and share feedback.
• Participate in team meetings to discuss recurring issues and best practices.

Communication & Reporting:

• Maintain clear and consistent communication with customers, team members, and management.
• Provide regular updates to the Customer Care Admin or Operations Manager regarding customer feedback, recurring issues, and service improvement opportunities.

Requirements

• Minimum of three (3) years’ experience in Customer Support or Customer Service.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work effectively under pressure.
• Good knowledge of customer support tools and CRM platforms.
• Experience using Zoho Desk or similar customer support software is an added advantage.
• Ability to work independently and collaboratively within a team.

Application Closing Date
29th May, 2026.

How to Apply
Interested and qualified candidates should:

Share this job: