Customer Experience Agent

CUSTOMER EXPERIENCE AGENT About The Role You'll be the trusted voice representing our clients to their customers. Success here is measured by how happy customers feel and the quality of every interaction — not by how fast you close tickets. This is about building genuine connections and solving real problems. Responsibilities Handle customer inquiries across multiple channels including chat, email, and phone calls. Craft thoughtful, personable responses that match each client's brand voice and values. Flag technical issues and complex scenarios to the right team with detailed, clear documentation. Identify gaps in help centre content and recommend fresh articles or updates that prevent future customer questions. Requirements Fluent written and spoken English. A naturally patient approach to problem-solving, where you stay calm when customers are frustrated. Ability to adapt to rotating shift schedules. Nice To Have Prior experience with customer support platforms like Zendesk, Intercom, or Freshdesk. Proficiency in French, Arabic, German, or another additional language. What Sokify Offers Comprehensive private medical insurance covering you and your family members. Pension contributions beyond the mandatory NSSF requirement. 21 days of paid annual leave plus public holidays. Fully funded professional development through the QaziniTech academy. A transparent career progression framework with published salary bands. A modern office in Nairobi equipped with laptops, backup power systems, and transport support for night shift workers. Working Environment Based in Nairobi with a rotating shift schedule. Transport assistance provided for colleagues working overnight shifts.