JOB DESCRIPTION

CUSTOMER SERVICE REPRESENTATIVE – NON-VOICE

1. POSITION PURPOSE

The Customer Service Representative – Non-Voice is responsible for providing professional and efficient customer support through written communication channels, including live chat, email, messaging platforms, ticketing systems and other digital communication channels.

The employee shall respond to customer enquiries, resolve customer issues, process requests accurately, maintain customer satisfaction and ensure that all interactions comply with the Company’s operational procedures, quality standards, confidentiality requirements and client instructions.

2. KEY RESPONSIBILITIES

• Respond professionally and promptly to customer enquiries through non-voice communication channels.
• Handle customer requests, complaints, questions and escalations through chat, email and ticketing systems.
• Provide accurate information in accordance with approved procedures, FAQs, knowledge bases and client instructions.
• Investigate customer issues and provide appropriate solutions within the employee’s authority.
• Escalate complex or sensitive matters to the Team Leader, Supervisor or appropriate department.
• Record and update customer information accurately in CRM, ticketing and other operational systems.
• Follow approved customer service procedures, scripts, workflows and quality standards.
• Maintain professional, clear and grammatically correct written communication.
• Meet assigned productivity, response-time, quality, attendance and customer-satisfaction targets.
• Handle customer, Company and client information with strict confidentiality.
• Comply with information-security, data-protection, access-control and other Company procedures.
• Identify recurring customer problems and report them to the appropriate supervisor.
• Participate in training, coaching, quality-assurance sessions and performance reviews.
• Maintain professional conduct and a positive attitude when dealing with customers and colleagues.
• Work according to assigned shifts, including evening, night, weekend and public-holiday shifts where required.
• Perform other reasonable duties related to customer service and BPO operations as assigned by management.

2. PERFORMANCE RESPONSIBILITIES

The employee will be expected to achieve the operational Key Performance Indicators(KPIs)applicable to the assigned client/account, which may include:

• Customer satisfaction (CSAT)
• Quality assurance score
• First response time
• Average handling/resolution time
• Productivity and ticket/chat volume
• First-contact resolution
• Attendance and punctuality
• Adherence to assigned working schedules
• Compliance with procedures and security requirements

Specific KPI targets maybe established or amended by management according to client requirements and operational needs.

3. QUALIFICATIONS

Minimum Academic Qualification:

• Bachelor’s Degree from a recognised higher-education institution.

Preferred fields include Business Administration, Management, Communications, Marketing, Information Technology, Languages, Hospitality, Social Sciences, or another relevant field.

4. EXPERIENCE

Previous experience in customer service, BPO, call centre, back-office operations, online support or a similar position is preferred.

Fresh graduates may be considered where they demonstrate strong communication, computer and customer-service skills.

5. REQUIRED SKILLS AND COMPETENCIES

• Excellent written communication skills.
• Strong English-language proficiency.
• Good computer literacy and ability to work with multiple systems simultaneously.
• Good typing speed and accuracy.
• Strong attention to detail.
• Customer-oriented approach.
• Problem-solving and analytical skills.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Professional and respectful communication.
• Ability to learn new software, processes and client procedures quickly.
• High level of confidentiality and integrity.

Knowledge of Kinyarwanda,French or other relevant languages may be considered an advantage depending on the assigned client/account.

6. WORKING CONDITIONS

The position may operate on a 24/7 operational basis, depending on client requirements.The employee may therefore be required to work day, evening or night shifts, weekends, public holidays and rotating schedules.

Working hours, rest periods,weekly rest days and overtime shall be managed in accordance with the employment contract, Company policies and applicable Rwanda labour legislation.

7. CONFIDENTIALITY AND DATA PROTECTION

The employee shall maintain strict confidentiality regarding all customer, client and Company information accessed during employment.

The employee shall not copy, disclose, transfer,misuse or retain confidential information except as authorised for legitimate business purposes.

Any breach of confidentiality, information security or Company/client procedures may result in disciplinary actionin accordance with applicable Company policies and Rwanda law.

8. REPORTING

The employee shall report directly to the designated TeamLeader/Operations Supervisor and shall comply with reasonable and lawful instructions issued by management.

How to Apply 

.The deadline for submitting applications is Thursday, October 15, 2026, at 17:00 hrs Kigali time. 

Only short-listed candidates shall be contacted..