Customer Support Executive- Intern at M-Paya in Mombasa, Kenya

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    Customer Support Executive- Intern

    M-PayaMombasa, Kenya

    Posted

    1 day ago

    Apply by

    31 Aug

    Full Time
    On Site
    Internship
    ICT & Telecommunications
    Customer Service & Support

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    Job Description

    We are an Energy Services company offering Smart Metering, Water & Electricity Utilities Billing, Energy Management & Renewable Energy Solutions for residential, commercial & industrial customers. We are looking for someone who is naturally empathetic, highly organised, and quick on their feet, someone who is passionate about delivering exceptional customer experiences, solving problems, and thrives in a fast-paced environment. If you have knowledge within the Real-Estate sector: Construction, Property Management, Building Services Maintenance, Electrical or Plumbing that will be an added advantage.

    We are looking for a sharp, empathetic, and highly organised Customer Support Executive to join our growing CS team. This is a hands-on role at the front line of our customer interactions: handling inquiries, resolving issues, managing escalations, and ensuring every customer feels heard, helped, and confident in M-PAYA. The ideal candidate should understand how to navigate urgency without losing empathy, and is comfortable working with CRM tools and support platforms.

    Key Responsibilities

    • Customer Support and Issue Resolution
    • Escalations and Cross-Functional Collaboration
    • Documentation and Tools
    • Quality and Continuous Improvement

    Required Qualifications

    • Naturally empathetic, highly organised, and quick on your feet
    • Passionate about delivering exceptional customer experiences
    • Comfortable working with CRM tools and support platforms
    • Knowledge within Real-Estate sector: Construction, Property Management, Building Services Maintenance, Electrical or Plumbing (added advantage)

    Job Details

    Salary Range

    KES 16,000 – 30,000 / month

    Job Function

    Customer Service & Support

    Education Level

    Diploma

    Area of Study

    Business

    Field of Study

    Customer Service

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified candidates should apply using the Apply Now button below. Build your CV for free. Download in different templates.

    Show Empathy and CRM Savvy in Your Application

    Customer support roles hinge on your ability to balance speed with genuine care. Hiring managers for this post will look for proof you can handle tough conversations and log every detail without losing your cool.

    1. Lead with a customer-first story: In your cover letter, describe a time you turned an angry customer into a happy one. Show the steps you took and the outcome. This is the single most convincing evidence for a support role.

    2. Highlight CRM experience: If you have used any CRM tool (like Zendesk, Salesforce, or even Excel), mention it explicitly. List the specific features you used, such as ticketing, follow-ups, or reporting.

    3. Show you understand the energy sector: Even if you are new, read up on smart metering and utility billing. Mention in your interview how you would explain a complex bill to a frustrated customer.

    4. Prepare for situational questions: Expect questions like 'How would you handle a customer whose power is out at midnight?' Practice answering with a calm, step-by-step approach that shows empathy and problem-solving.

    5. Emphasise your organisational skills: Support roles juggle many chats and calls. Give examples of how you prioritise tasks, take notes, and follow up without missing a beat.

    6. Show you can learn fast: The energy services field has technical details. Talk about a time you quickly picked up a new system or process, and how you stay curious.

    7. Polish your written communication: Your application itself is a sample of your writing. Keep it clear, concise, and free of errors. Use bullet points to make it scannable.

    8. Ask smart questions at the end: In the interview, ask about the team's biggest challenge, the tools they use, and what a typical day looks like. This shows genuine interest and helps you decide if it's the right fit.

    CareerSasa Safety Alert: Never pay employers or agencies for interviews, training, or job placement. Does a job request payment? Report it immediately using the "Flag" button. While CareerSasa vets job postings thoroughly, always verify opportunities independently.
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    Tags

    customer support
    CRM
    empathy
    energy services
    real estate