Customer Support & Operations Representative




Type : Jobs
Date : July 24, 2022
Location : Nairobi,Kenya

About Nala:

We are on a mission to increase economic opportunity on the African continent and for its diaspora around the world. By creating community-powered financial solutions, we make it easier to make day-to-day payments and do business in an increasingly global Africa.

About the role:

The role is to provide strategic and tactical support in areas that address the customers and help them with the company’s products and services, whilst implementing the right processes and practices across the organization for efficiency and profitability.


  • Offer top-notch customer service experience, create engaged customers and facilitate organic growth/adoption of NALA

  • Work regular full-time shifts on our support inbox, handling incoming calls, outgoing calls, texts & emails.

  • Keep accurate records and document customer service actions and discussions.

  • Analyze statistics and compile accurate reports.

  • Ensure regular review of helpdesk & support articles written by the team and write articles as and when required.

  • Identify patterns in user feedback and translate those into suggestions for improving our user experience.

  • Quickly identify major issues affecting a number of users and be an advocate for having them addressed swiftly.

  • Participate in regular trainings & team meetings.


  • 2+ years experience in a call/contact center or as a dispatcher/receptionist in a large office.

  • Ability to commit to a full-time schedule.

  • Ability to work on your assigned shift, as we are open 24 hours per day/7 days per week.

  • Ability to work on weekends, evenings, and statutory holidays if required.

  • Advanced fluency in English (speaking / writing). The job requires the ability to communicate in English with our customers and team at a professional working capacity.

  • Truly enjoy helping to solve problems for our awesome customers.

  • Exhibit excellent written & verbal communication skills.

  • Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.

  • Are motivated to help NALA grow through providing stellar service to our customers.

Mention Mafudi Classified  when calling seller to get a good deal



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