Work At Home - Customer Service Representative

About the job

Location: Kenya

$10K/yr - $12.4K/yr

Work Mode: Remote – BYOD (Bring Your Own Device)

Department: Operations / Delivery

Reports to: Team Leader

About trustlink

Trustlink is a global customer experience and operations partner that helps fast-growing companies scale their support, operations, and back-office teams with world-class talent. We operate across multiple countries and time zones, providing opportunities for professionals to work with international clients, modern technologies, and diverse teams

At Trustlink, we believe that people are our greatest asset. We invest heavily in training, leadership development, and continuous improvement to help our team members grow both professionally and personally. Our culture is built on accountability, collaboration, transparency, and high performance — while maintaining a strong focus on work-life balance and long-term career growth

About the Role

We are looking for a highly motivated and customer-focused Customer Service Agent to deliver outstanding service and represent our clients with professionalism and empathy. This role plays a critical part in resolving customer inquiries efficiently while ensuring a positive customer experience that drives satisfaction and loyalty.

The ideal candidate is proactive, detail-oriented, comfortable working remotely, and capable of handling multiple customer interactions across different communication channels

Key Responsibilities

Provide high-quality customer support through multiple channels (chat, email, calls, and other platforms)

Respond to customer inquiries, resolve issues, and fulfil service requests such as refunds, reshipments, and account updates

Deliver exceptional customer experiences by demonstrating empathy, clear communication, and problem-solving skills

Meet productivity, quality, SLA, and KPI targets consistently

Adhere to assigned schedules, attendance policies, and operational guidelines.

Proactively communicate any situation that may impact performance or availability (technical issues, personal matters, health situations).

Stay updated on client products, services, policies, and procedures.

Participate actively in training sessions, coaching, and continuous improvement initiatives

Accurately document cases, interactions, and updates in internal systems and tracking tools

Receive feedback constructively and demonstrate rapid improvement.

Support special projects and cross-functional initiatives when required.

Maintain professional communication standards with clients and internal stakeholders

Required Profile

Education & Experience

High school diploma or technical degree (preferred).

Previous experience in customer service, BPO, call centre, or support roles (preferred but not mandatory.

Skills: Advanced English level ( B2+ spoken and written)

Excellent verbal and written communication skills.

Strong results orientation and accountability

Proficiency with Google Workspace (Gmail, Docs, Meet, Calendar)

High level of digital literacy and ability to learn new systems quickly.

Strong time management and organisational skills

Team-oriented mindset

Continuous learning attitude

High integrity and responsibility

Strong analytical and problem-solving skills

Technical Requirements

(BYOD)Reliable and stable internet connection

Computer with a minimum Intel Core i5 processor or equivalent

Noise-cancelling headset

A fully functional laptop and reliable high-speed internet are required (Windows operating system only; iOS is not supported)

Working Conditions & Benefits- 100% remote work modality

Stable employment contract

Paid training and ongoing development.

Career growth opportunities within an international organisation.

Supportive and collaborative work environment.

Why Join Us?

By applying to this opportunity, you’ll be considered not only for our current openings but also for future roles, as your profile will be part of our active talent database.

Be part of a fast-growing global organisation with international exposure.

Work with innovative clients and cutting-edge tools.

Build a long-term career with continuous learning and development opportunities.

Enjoy a remote-first culture that values accountability, autonomy, and performance.

Join a people-centred company where your contribution truly makes an impact.