Duties and Responsibilities

• Assist our client’s community and help resolve inquiries empathetically, accurately and on time.
• Make well balanced decisions and personally driven to be an effective advocate for our community.
• Investigate and resolve issues that are reported on client platform such as requests for account support.
• Respond to user inquiries with high quality, speed, empathy and accuracy.
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.
• Identify inefficiencies in workflows and suggest solutions.
• Recognize trends and patterns, and escalate issues outside the company policy to the global team.

Qualifications and Experience

• Between 20-45 years.
• Experienced English-Somali interpreter.
• Must be a Kenyan.
• Must speak fluent English and Somali languages.
• College education mandatory.
• Must be currently unemployed or working as a casual.
• Must possess strong interpersonal skills, verbal and written communication skills and most importantly empathy.
• High affinity and cultural awareness of political/social situation regarding the relevant market/region.
• NSSF, NHIF and KRA pin is a requirement.