Senior Customer Service Executive
Optimise Outsourcing Ltd
Nairobi, Kenya
Contract
Customer Support / Client Care, Risk and Compliance, Environment, Retail, Hospitality, Leisure
Customer Support / Client Care, Risk and Compliance, Environment, Retail, Hospitality, Leisure
Published March 10, 2026
Apply by March 20, 2026
Job Description
Senior Customer Service Executive at Optimise Outsourcing, based in Nairobi, supports a UK environmental health consultancy by managing client onboarding, technical support, relationship building, and driving retention through proactive service and feedback.
Key Responsibilities
- Act as the dedicated point of contact for assigned clients post‑onboarding, ensuring smooth transition and high‑quality support.
- Build strong, trust‑based relationships by understanding each client’s goals and challenges, delivering tailored guidance.
- Monitor satisfaction, engagement, and product usage to proactively drive retention and long‑term success.
- Communicate effectively across internal teams and external stakeholders.
- Collaborate with cross‑functional teams to deliver seamless service and ensure operational excellence.
- Identify and resolve issues swiftly, protecting the client experience.
- Advocate for clients internally, sharing insights that inform product and service improvements.
- Lead clients through the RiskProof launch phase, setting clear milestones and ensuring early value delivery.
- Provide ongoing, personalised support for RiskProof users, capturing feedback and enhancing the experience.
- Manage CSAT and NPS surveys for assigned clients, analyse results and drive actions that strengthen loyalty.
- Operate within a structured environment where output, accuracy, and timeliness are monitored to maintain quality standards.
Requirements
- At least 4 years of relevant customer‑service experience.
- Customer‑focused approach with strong communication skills at all levels.
- Proven problem‑solving ability and analytical, methodical mindset.
- Patience, understanding and ability to listen to others.
- Ability to learn software quickly.
- Proficiency in Microsoft Word, Excel and PowerPoint.
How to Apply
Complete the mandatory assessment, upload your CV and cover letter via the assessment portal, and submit your application for review.
Ready to Apply?
Contact the company directly to apply for this position.
Job Summary
| Company: | Optimise Outsourcing Ltd |
| Location: | Nairobi, Kenya |
| Type: | Contract |
| Industry: | Customer Support / Client Care, Risk and Compliance, Environment, Retail, Hospitality, Leisure |
| Posted: | 03/10/2026 |
| Deadline: | 03/20/2026 |