About Nexbridge Services LTD

Nexbridge Services LTD is a Rwanda-based business process outsourcing (BPO) company serving clients worldwide. We combine a well-trained customer service team with advanced communication technology to...

Role Summary

Customer communication, case handling and BPO assist

DEPARTMENT

Customer assist / Operations

LOCATION

Kigali, Rwanda

REPORTS TO

Customer assist Manager

deliver accurate, professional and timely customer assist on behalf of company clients. Understand customer issues, deliver approved information and solutions, keep accurate case records, protect customer information and escalate matters outside authorized scope.

Key Responsibilities

• Serve as a primary point of contact and detect the customer’s actual issue using clear questions and active listening.
• Communicate clearly, professionally and respectfully with customers.
• deliver accurate information and approved solutions using current scripts, knowledge articles, product/process rules and authorized system access.
• Resolve eligible issues at first contact where possible; otherwise escalate with complete evidence and appropriate urgency.
• Record customer interactions, actions taken, commitments, case status and follow-up requirements accurately.
• Follow up unresolved cases until closure or formal transfer and keep clear handover information.
• manage difficult or sensitive customer situations professionally and assist service recovery.
• Complete required customer authentication and follow privacy, data-protection and applicable fraud/KYC/AML/account-risk procedures.
• Use only approved client systems, scripts, processes and permissions; never make client-reserved decisions independently.
• assist quality reviews, detect recurring service issues and contribute to improvements in scripts, procedures and knowledge materials.

Required Skills

Strong customer-service orientation, active listening, fluent spoken and written English, clear communication, patience, problem solving, accurate record keeping, attention to detail, good escalation judgment, ability to work under pressure, confidentiality and teamwork.

Language

Fluent working English is required.Kinyarwanda is not required for this position.

Computer & Digital Skills

Must be comfortable working on a computer throughout the day.

Required: Microsoft Excel, Google Sheets, Google Drive/shared files, Word/Google Docs, professional email, internet browsers, multiple tabs/systems, CRM/ticketing/case management tools, digital knowledge bases, accurate data entry and electronic record keeping.

• Serve as a primary point of contact and detect the customer’s actual issue using clear questions and active listening.
• Communicate clearly, professionally and respectfully with customers.
• deliver accurate information and approved solutions using current scripts, knowledge articles, product/process rules and authorized system access.
• Resolve eligible issues at first contact where possible; otherwise escalate with complete evidence and appropriate urgency.
• Record customer interactions, actions taken, commitments, case status and follow-up requirements accurately.
• Follow up unresolved cases until closure or formal transfer and keep clear handover information.
• manage difficult or sensitive customer situations professionally and assist service recovery.
• Complete required customer authentication and follow privacy, data-protection and applicable fraud/KYC/AML/account-risk procedures.
• Use only approved client systems, scripts, processes and permissions; never make client-reserved decisions independently.
• assist quality reviews, detect recurring service issues and contribute to improvements in scripts, procedures and knowledge materials.

• Strong customer-service orientation
• Active listening
• Fluent spoken and written English
• Clear communication
• Patience
• Problem solving
• Accurate record keeping
• Attention to detail
• Good escalation judgment
• Ability to work under pressure
• Confidentiality
• Teamwork
• Microsoft Excel
• Google Sheets
• Google Drive/shared files
• Word/Google Docs
• Professional email
• Internet browsers
• Multiple tabs/systems
• CRM/ticketing/case management tools
• Digital knowledge bases
• Accurate data entry
• Electronic record keeping

• Bachelor's Degree
• Fluent working English is required.
• Kinyarwanda is not required for this position.
• Must be comfortable working on a computer throughout the day.