📍 Job Overview

• Job Title: Customer Support Associate
• Company: Assent
• Location: Eldoret, Kenya
• Job Type: Full-time
• Category: Customer Support
• Date Posted: July 7, 2025
• Experience Level: 0-2 years
• Remote Status: Hybrid (1 day per week in Eldoret, 1 day per month in Nairobi)

🚀 Role Summary

• Key Responsibilities: Communicate with suppliers to gather compliance information, assist with compliance requests, engage with unresponsive suppliers, and validate compliance data.
• Key Skills: Excellent communication skills, time management, computer proficiency, problem-solving, relationship building, regulatory knowledge, adaptability, attention to detail, self-motivation, curiosity, grit, and lifelong learning.

💻 Primary Responsibilities

• Communicate with Suppliers: Engage with suppliers through emails, chats, and conference calls to gather compliance information, assist with compliance requests, and confirm the quality of documents provided.
• Handle Supplier Issues: Work directly with top-tier suppliers to troubleshoot and navigate their compliance requests, providing a positive experience.
• Engage with Unresponsive Suppliers: Use a multi-channel approach (emails, chats, conference calls) to engage with unresponsive suppliers, educate them, and invite them to webinars.
• Validate Compliance Data: Ensure the quality and accuracy of compliance data provided by suppliers.
• Peer Mentoring: Act as a mentor to Supplier Support Agents as required.
• Stay Updated: Keep up-to-date with new regulations and changes in Assent's products to become an expert in the field.
• Follow Security Policies: Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

🎓 Skills & Qualifications

Education: Bachelor's Degree or Higher Diploma from a recognized learning institution.

Experience: 1-2 years of related work experience (e.g., administration, reporting, research & data, supplier/customer support, call centers).

Required Skills:

• Excellent verbal and written communication skills in English, with proficiency in additional languages required for certain supplier groups.
• Solid time management skills and ability to juggle multiple priorities.
• Computer proficiency using MS Office Suite and Google Applications.
• Self-starter attitude with a solutions-first approach.
• Basic to intermediate regulatory knowledge.
• Adaptability, flexibility, and curiosity.
• Attention to detail and diligence.
• Grit and dedication to achieving excellence.
• Lifelong learner with an insatiable thirst for knowledge.

Preferred Skills:

• Familiarity with corporate security policies and procedures.
• Experience in a similar role or industry.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• N/A (This role focuses on customer support and communication skills rather than a technical portfolio.)

Technical Documentation:

• N/A (This role does not require technical documentation.)

💵 Compensation & Benefits

Salary Range: KES 50,000 - 70,000 per month (Estimated based on market research for similar roles in Eldoret, Kenya)

Benefits:

• Vacation time that increases with tenure.
• Comprehensive benefits packages (details vary by country).
• Life leave days.
• Corporate bonus program.
• Retirement savings options.
• Professional development days.
• Flexible working environments.

Working Hours: 40 hours per week, with flexible working options available.

🎯 Team & Company Context

Company Culture:

• Industry: Regulatory and compliance services.
• Company Size: Medium-sized company with a remote-first work model.
• Founded: Not specified.
• Team Structure: The Supplier Support team, with the Supplier Support Associate reporting to the Manager, Supplier Support.
• Development Methodology: Not specified (focuses on customer support processes rather than development methodologies).

Career & Growth Analysis:

• Web Technology Career Level: N/A (This role is not web technology-specific.)
• Reporting Structure: The Supplier Support Associate reports to the Manager, Supplier Support.
• Technical Impact: N/A (This role focuses on customer support and communication rather than technical impact.)

Growth Opportunities:

• Opportunities for career progression within the Supplier Support team or other departments.
• Professional development through training and workshops.

Work Environment:

• Office Type: Hybrid (remote-first with occasional in-person workdays).
• Office Location(s): Eldoret, Kenya (1 day per week) and Nairobi, Kenya (1 day per month).
• Workspace Context: Collaborative work environment with a focus on customer support and communication.
• Work Schedule: Flexible working hours with the ability to work remotely most of the time.

Application & Technical Interview Process:

• Interview Process: Not specified (focuses on customer support and communication skills rather than technical interviews).
• Portfolio Review Tips: N/A (This role does not require a technical portfolio.)
• Technical Challenge Preparation: N/A (This role does not require technical challenges.)

ATS Keywords: Customer Support, Supplier Communication, Compliance Information, Regulatory Knowledge, Time Management, Problem-Solving, Relationship Building, Adaptability, Attention to Detail, Self-Motivation, Curiosity, Grit, Lifelong Learning.

Technology Stack & Web Infrastructure:

• N/A (This role focuses on customer support and communication rather than web technologies or infrastructure.)

Team Culture & Values:

• Web Development Values: N/A (This role is not web technology-specific.)
• Collaboration Style: Collaborative work environment with a focus on customer support and communication.

Challenges & Growth Opportunities:

• Technical Challenges: N/A (This role focuses on customer support and communication rather than technical challenges.)
• Learning & Development Opportunities: Opportunities for professional development through training and workshops.

Interview Preparation:

• Technical Questions: Not specified (focuses on customer support and communication skills rather than technical questions).
• Company & Culture Questions: Not specified (focuses on customer support and communication skills rather than company-specific questions).
• Portfolio Presentation Strategy: N/A (This role does not require a technical portfolio.)

📌 Application Steps

To apply for this Customer Support Associate position:

• Submit your application through the application link.
• Tailor your resume to highlight your customer support and communication skills, as well as any relevant experience in administration, reporting, or similar roles.
• Prepare for interview questions focused on your communication skills, problem-solving abilities, and customer support experience.
• Research Assent's company culture and values to ensure a good fit for your career goals.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

• Tailor every section specifically to customer support roles, emphasizing communication skills, problem-solving, and customer support experience.
• Include customer support methodologies, multi-channel communication strategies, and supplier engagement techniques.
• Address customer support team dynamics, cross-functional collaboration with other departments, and customer support career progression paths.
• Provide tactical advice for customer support interviews, focusing on communication skills and problem-solving scenarios.
• Emphasize customer support metrics, performance measurement, and customer satisfaction principles.

Quality Standards:

• Ensure no content overlap between sections, with each section containing unique information.
• Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer support and communication-related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support methodologies, multi-channel communication strategies, and supplier engagement techniques relevant to the role.
• Address customer support career progression paths and technical leadership opportunities in customer support teams.
• Provide tactical advice for customer support interviews, focusing on communication skills and problem-solving scenarios.
• Include customer support metrics, performance measurement, and customer satisfaction principles.
• Emphasize customer support team culture, cross-functional collaboration, and customer impact measurement.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and communication industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer support professionals.
• Provide actionable insights that give customer support candidates a competitive advantage.
• Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Portfolio Emphasis:

• Emphasize customer support best practices, multi-channel communication strategies, and supplier engagement techniques.
• Include specific portfolio requirements tailored to the customer support discipline and role level.
• Address customer support metrics, performance optimization, and customer satisfaction principles.
• Focus on problem-solving methods, performance optimization, and customer support architecture.
• Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

• Generic business jargon not relevant to customer support roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-customer support terminology unless relevant to the specific customer support role.
• Marketing language unrelated to customer support, communication, or customer experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for customer support interviews in the customer support industry.