Customer Service Representative at Talent Grid Africa

Customer Service Representative at Talent Grid Africa – Talent Grid Africa Kenya Job Details

About the Role

Talent Grid Africa is recruiting a Customer Service Representative to join its team in Kenya on a full-time basis. This role sits at the centre of client relationship management, combining telephone and email communication with account administration and complaint resolution. The position requires someone who can manage interactions with international clients while maintaining adherence to service standards and performance targets.

The Customer Service Representative at Talent Grid Africa will work in a structured environment where service level agreements (SLAs) and company policies guide daily operations. You will engage with clients across multiple channels, maintain accurate records in CRM systems, and contribute to continuous improvement in how the organisation delivers support.

Key Responsibilities

• Answer inbound and place outbound customer calls in a professional manner, maintaining appropriate response times
• Address customer inquiries submitted via telephone and email, ensuring responses are clear and factually accurate
• Input and maintain customer account information and transaction records within CRM platforms
• Pursue outstanding account follow-ups where required, with experience in collections activity considered advantageous
• Address customer complaints, identify resolution pathways, and escalate matters that require management intervention
• Build and sustain working relationships with international client bases over time
• Track performance against service level agreements (SLAs) and internal company guidelines
• Achieve assigned KPIs at individual and team level, monitoring performance consistently
• Compile and submit performance reports to line management on a regular schedule
• Contribute ideas and feedback toward refinement of customer service processes

Requirements & Qualifications

• Diploma or Bachelor’s degree in Business Administration, Finance, Communications, or a related discipline
• Three to five years of customer service experience in business process outsourcing (BPO), banking, telecommunications, or contact centre settings
• Demonstrated experience working within formalised customer handling procedures, particularly in regulated sectors such as banking or financial services
• Strong spoken and written proficiency in English with clear communication ability
• Proven capability to identify issues, resolve problems independently, and manage interpersonal conflict respectfully
• Capacity to operate effectively under pressure and meet assigned performance targets
• Professional demeanour when working with clients based internationally
• Valid Certificate of Good Conduct (mandatory)
• Clean Credit Reference Bureau (CRB) report with no adverse marks

What to Expect

• You will work in a structured customer service environment where performance is measured against defined metrics and service standards are clearly documented.
• The role involves handling sensitive client matters, which may include debt-related or compliance issues, requiring professionalism and discretion at all times.
• You will have exposure to international client bases, providing experience in cross-border customer relationship management.
• This Customer Service Representative at Talent Grid Africa position in Kenya is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Send your CV to: [email protected]