About Sentinel Technologies
Sentinel Technologies is a software development company that builds custom enterprise applications, mobile platforms, and data analytics solutions for clients in the banking, healthcare, and government sectors. Established in 2010 in Nairobi, Sentinel employs eighty-five developers, QA engineers, and product designers. The company has delivered projects for the Ministry of Education, three commercial banks, two hospital chains, and several county governments. Sentinel is a Microsoft Gold Partner and an AWS Advanced Consulting Partner. The company runs an annual tech internship programme that has trained over 200 graduates since 2016.
What you will do:
You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.
Requirements:
- Bachelor's degree or equivalent professional qualification in a related field
- Minimum 3 years of proven experience in a similar position
- Strong analytical, problem-solving, and decision-making abilities
- Excellent organisational and time-management skills
- Proficiency in relevant industry software and tools
- Strong interpersonal skills with the ability to work across teams
- Knowledge of industry standards, regulations, and best practices
To apply, submit your application through the apply button below. Include your CV, a cover letter, and copies of your academic and professional certificates. Sentinel Technologies is committed to diversity and inclusion in the workplace and encourages applications from all qualified individuals regardless of gender, disability, or ethnic background.
