Job Role

Job Profile: Customer Experience Intern

Job Title: Customer Experience Intern

Location: Nairobi, Kenya (Hybrid or On-site)

Reports to: Customer Success Manager

Job Overview

We are seeking an enthusiastic and customer-oriented individual to join our Customer Success team. As a Customer Experience Intern, you will play a vital role in ensuring exceptional service delivery, while also assisting with client calls, cold calling, follow-ups, and lead generation. This internship offers hands-on experience in managing customer relationships, providing support, and contributing to business growth through proactive outreach.

Key Responsibilities

• • ssist in handling customer inquiries through various channels (email, phone, social media).
  • Make cold calls to potential clients to introduce products/services, generate leads, and qualify prospects.
  • Follow up on previous client interactions to ensure satisfaction and identify opportunities for further engagement.
  • Assist with managing and tracking customer support tickets, ensuring timely responses and resolutions.
  • Work closely with the sales team to follow up on leads and set appointments with potential clients.
  • Collaborate with the marketing team to engage with customers and collect feedback on products/services.
  • Monitor customer feedback and identify opportunities for improving the customer journey.
  • Help onboard new customers by assisting with product demos and training sessions.
  • Prepare and maintain customer experience reports, providing insights into trends and satisfaction levels.
  • Assist in the development of customer education materials (FAQs, guides, video tutorials).
  • Help track and report on customer experience metrics and KPIs to optimize the service delivery process.
  • Contribute to the creation of marketing materials and other communication as needed.

Qualification

Required Skills and Qualifications

• Currently pursuing or recently completed a degree/diploma in Business, Marketing, Communications, or related field.
• Strong verbal and written communication skills, with a clear and friendly phone manner.
• Passion for customer service and providing exceptional customer experiences.
• Ability to make cold calls and engage potential clients effectively.
• Previous experience in customer service or sales, especially with cold calling or lead generation, is a plus.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Basic knowledge of CRM systems or lead management tools is a plus.
• Ability to work independently and as part of a team.
• Proactive and results-driven, with the ability to handle customer objections and challenges effectively.
• Positive attitude with a customer-first mentality and a willingness to learn.

Personal Attributes

• Empathetic and able to understand customer needs and concerns.
• Strong problem-solving skills and a keen ability to troubleshoot issues.
• Excellent interpersonal skills, with the ability to build strong relationships with customers and team members.
• Highly motivated and enthusiastic with a focus on delivering results.
• Comfortable working in a dynamic and evolving work environment.