Customer Support Representative

CUSTOMER SUPPORT REPRESENTATIVE Customer communication, case handling and BPO support 

DEPARTMENT 

Customer Support / Operations 

EMPLOYMENT 

Full-time 

Application deadline: 30th November 2026

Role Summary 

LOCATION 

Kigali, Rwanda 

REPORTS TO 

Customer Support Manager 

Provide accurate, professional and timely customer support on behalf of company clients. Understand customer issues, provide approved information and solutions, maintain accurate case records, protect customer information and escalate matters outside authorized scope. 

Key Responsibilities 

• Serve as a primary point of contact and identify the customer’s actual issue using clear questions and active listening. 
• Communicate clearly, professionally and respectfully with customers. 
• Provide 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 maintain clear handover information. 
• Handle difficult or sensitive customer situations professionally and support 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. 
• Support quality reviews, identify 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.