Customer Support Representative

Job description

Wing Assistant is hiring a Customer Support Representative for a full-time remote role based in Nairobi, Kenya. The representative serves as the first point of contact for customers through email, chat, and phone, handling common support questions, escalating complex or urgent issues, and ensuring customers receive clear and timely updates.

Responsibilities

• Respond to customer messages through email, chat, and phone quickly and professionally.
• Resolve common customer questions involving billing, account status, product or service processes, and document requests.
• Escalate more complex issues to the appropriate specialist or manager with clear and complete notes.
• Handle urgent customer problems promptly and keep customers updated until issues are resolved.
• Clearly explain next steps and expected timelines to customers.
• Maintain accurate notes and records for every customer conversation.
• Support a consistent, helpful, and reliable customer experience across communication channels.

Requirements

• Excellent written English with clear
• warm
• and fast customer communication.
• 2+ years of experience in customer support, customer service, virtual assistance, or BPO.
• Comfortable working U.S. hours, including some evenings and weekends.
• Ability to remain calm and communicate clearly during busy or stressful periods.
• Strong organization and ability to manage multiple customer conversations without losing important details.
• Comfortable learning and using customer-support and chat tools.
• Reliable home internet connection, quiet workspace, and backup internet plan.

Skills

• Customer Support
• Customer Service
• Email Support
• Chat Support
• Phone Support
• Issue Resolution
• Escalation Management
• Customer Communication
• Written English
• Case Documentation
• Multitasking