Inbound Sales & Support Representative(Kenya)

About the Role
SnappyCX is seeking a high-energy, detail-oriented Inbound Sales & Support Representative to join our fast-paced team. This is a hybrid role for a confident communicator who excels at both problem-solving and revenue generation. You will be the front-line voice for our clients, responsible for swiftly resolving complex technical issues and seamlessly transitioning those interactions into retention and upsell opportunities.

Key Responsibilities

• Front-Line Support: Deliver flawless customer support across email, chat, and CRM systems, maintaining a 95%+ resolution rate and strict SLA compliance.
• Revenue Generation: Execute confident inbound and outbound calls focused on customer retention, account upgrades, and upselling products to achieve monthly revenue targets (e.g., up to $XX,000 USD).
• De-escalation & Pivot: Handle frustrated customers with empathy and authority, resolving their immediate technical roadblocks while rebuilding trust in the product.
• Operational Excellence: Operate within a shift-based support model to ensure 24/7 service coverage and global client satisfaction.
• Process Improvement: Assist internal departments by developing clear support documentation to reduce ticket repetition and coordinate customer feedback loops.

Qualifications & Requirements

• Experience: 5+ years of proven experience in high-volume customer support, telecom, or BPO environments with a strong background in quota-carrying sales or retention. 
• Communication: Flawless, fluent English (95%+ proficiency) with a warm, authoritative, and professional phone presence.
• Technical Agility: Proficiency with CRM Systems, Jira, Microsoft Teams, and standard helpdesk software.
• Data-Driven: Skilled in optimizing processes, tracking personal KPIs, and managing tight service delivery metrics.
• Education: A Bachelor's Degree in Business, Information Technology, or a related field
  

Application: Record a video using Loom or any other tool to answer the question below then submit it with application;

• A customer reaches out via phone with a very simple, 30-second issue; they just need a password reset. While pulling up their account, you notice they are maxed out on their user seats and are logging in at unusual hours. Walk me through exactly how you transition from handing them a new password to pitching a $500/month Enterprise upgrade 

Ensure to include the video recording link with the application to avoid rejection.