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Customer Service Agent

Zeplin Investments Ltd

Job Location:

Malindi - Kenya

Monthly Salary: Not provided by the employer

Experience Required: 1Year

Posted: 24 September 2026 (19 hours ago)

Application Deadline: 22 December 2026

Vacancies: 1 Vacancy

Job Summary

Zeplin Investments Ltd is an Internet Service Provider (ISP) dedicated to delivering reliable connectivity and exceptional customer service. We provide tailored solutions to our clients while maintaining high standards of operational excellence.

We are looking for a skilled and motivated Customer Service Agent to join our team. The role involves managing customer interactions resolving inquiries promptly and maintaining high service standards. The ideal candidate has customer support experience preferably in the ISP or telecommunications industry and can contribute to customer satisfaction and operational efficiency.

Key Responsibilities

Manage customer interactions through CRM and support ticketing systems ensuring timely and effective resolution.
Help customers resolve internet connectivity issues through clear accurate troubleshooting.
Handle billing inquiries assist customers with payments and manage account adjustments accurately and professionally.
Explain service plans available upgrades and changes to customers accounts or service terms.
Ensure customer interactions comply with company policies quality standards and regulatory requirements.
Keep accurate records of customer interactions service issues and resolutions.
Escalate unresolved matters to the relevant departments.
Identify service gaps and opportunities to improve customer satisfaction and retention.
Collect and analyze customer feedback to support service improvements.
Work with the Sales Technical Support and Network Operations teams to provide a consistent customer experience.

Requirements

A diploma or bachelors degree in Business Administration Communication Public Relations Information Technology or a related field.

Prior customer service experience is required. Experience in the ISP or telecommunications industry is an added advantage.

The technical knowledge needed to troubleshoot internet connectivity and related issues.

Proficiency with CRM platforms and support ticketing systems.

Strong communication interpersonal and conflict resolution skills.

Ability to work independently and with others in a fast-paced environment.

Experience mentoring or training junior customer service staff is an advantage.

Strong attention to detail organization and record-keeping skills.

Benefits

Lunch provided.
Opportunities for career growth and professional development.
A supportive collaborative work environment.

Required Skills:

Clear verbal and written communication Active listening and empathy Customer complaint handling and conflict resolution Internet connectivity troubleshooting CRM and support ticket management Billing and account inquiry handling Accurate record keeping and attention to detail Problem solving and sound judgment Time management and prioritisation Teamwork and coordination with technical teams Ability to explain technical information in simple terms Adaptability in a fast-paced environment

Required Education:

A diploma or bachelors degree in Business Administration Communication Public Relations Information Technology or a related customer service experience. Experience in the ISP or telecommunications industry is an added with CRM platforms and support ticketing knowledge of internet connectivity and troubleshooting.

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