{"id":3518484,"url":"https://alion.io/job/reliance-broadband-customer-experience-representative","title":"Customer Experience Representative","company":{"id":4489620,"name":"Reliance Broadband","domain":null,"url":"https://alion.io/company/reliance-broadband","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"WhatsApp","optional":false},{"name":"Wi-Fi","optional":false}],"status":"closed","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-31T15:31:50Z","board_verified":false,"closed_at":"2026-10-31T15:31:50Z","days_open":22,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":22},"description":"Location: Nairobi | Type: Full-time | Salary: Ksh 24,000\n\nAbout the role\n\nYou'll be the voice of Reliance Broadband. You'll help customers with account, billing and connection issues and make sure every customer ends the conversation happier than they started.\n\nKey responsibilities\n\n- Handle customer questions and complaints by phone, WhatsApp, SMS, email and social media.\n\n- Do first-line troubleshooting of connectivity problems (router restarts, Wi-Fi settings, checking the account status) and pass complex issues to the technical team.\n\n- Log, track and follow up on support tickets until they're resolved.\n\n- Handle billing, payment and renewal questions, including M-Pesa payment confirmations.\n\n- Register new customers and coordinate installation appointments with the field team.\n\n- Proactively contact customers whose subscriptions have expired or are about to, to keep them with us.\n\n- Pass customer feedback and recurring problems to management and the technical team.\n\n- Meet service targets for response time, resolution time and customer satisfaction.\n\nRequirements\n\n- Diploma or certificate in any relevant field.\n\n- At least 1 year of customer service experience, ideally in a call centre, telco, ISP or bank.\n\n- Excellent spoken and written English and Kiswahili.\n\n- Comfortable with computers, ticketing systems and basic internet concepts (Wi-Fi, routers, speeds).\n\n- Patient, empathetic and professional with frustrated customers.\n\n- Willing to work shifts, including some weekends.\n\nAdded advantage\n\n- Experience supporting an ISP or a technical product.\n\n- Experience with CRM or helpdesk tools (e.g. Zoho, Freshdesk, Splynx, or an ISP billing system).\n\nWhat we're looking for in you\n\nYou solve problems, you don't just take messages. You take ownership of a customer's issue until it's fixed, and you stay positive under pressure.\n\nIn your cover note, answer this question in 150 words or fewer:\n\nCustomer Experience Rep: \"A customer calls angry because their internet has been down for two days and they're threatening to leave. 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