Customer Support Specialist at Nathan Digital

Customer Support Specialist at Nathan Digital – Nathan Digital Kenya Job Details

About the Role

Nathan Digital is hiring a Customer Support Specialist for a full-time position based in Nairobi. This role sits at the centre of client servicing operations, combining support delivery with process coordination to ensure applications progress smoothly and escalations are resolved on schedule. You’ll work across multiple functions—from visa onboarding documentation to sales support calls—making you instrumental in maintaining client satisfaction and operational efficiency.

The Customer Support Specialist at Nathan Digital will report into the operations team and work closely with account managers and internal departments. This is a full-time, permanent role open to candidates with proven experience in customer-facing or operations support environments.

Key Responsibilities

• Oversee the complete visa onboarding process, collecting required documentation and ensuring client applications are processed according to set timelines.
• Work across internal teams to coordinate operational execution and respond to support tickets in a structured manner.
• Track application status throughout the onboarding cycle and flag potential delays or issues before they become problems.
• Handle client escalations professionally, documenting each case and ensuring resolution within agreed timeframes.
• Review and document operational workflows, recommending improvements to boost team productivity and reduce bottlenecks.
• Conduct outbound client engagement through phone calls, email campaigns, and direct networking to identify new business opportunities.
• Present company services to prospective clients, answer their questions, and articulate the value of Nathan Digital’s offerings.
• Answer incoming sales and support calls, provide guidance to callers, and address inquiries with professionalism and speed.

Requirements & Qualifications

• Hands-on experience in customer service, operations, or support roles—ideally in high-volume or deadline-driven settings.
• Strong analytical and problem-solving abilities; ability to identify root causes and implement solutions.
• Clear written and verbal communication skills; comfortable speaking with clients and internal stakeholders.
• Proven capacity to juggle multiple tasks, prioritise competing demands, and manage your time effectively.
• Working knowledge of Microsoft Office applications.
• Experience with CRM platforms or ticketing systems (an advantage, not essential).

What to Expect

• A hands-on role with real responsibility for client outcomes and operational flow—not a scripted position.
• Access to CRM and support tools to manage your workload and track progress transparently.
• Regular contact with clients, account managers, and colleagues across different departments.
• This Customer Support Specialist at Nathan Digital position in Nairobi is open to qualified candidates. Click Apply below to submit your application.