📍 Job Overview

Job Title: Customer Support Associate
Company: Assent
Location: Eldoret, Kenya
Job Type: Contract
Category: Customer Support
Date Posted: 2025-07-07
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Serve as the primary point of contact between Assent's clients and their suppliers, facilitating the collection of compliance information and declarations.
Collaborate with the Supplier Support team to strategize on approaches for new customers, client campaigns, and supplier issues.
Maintain a high level of communication with suppliers, ensuring they receive a positive experience while navigating their compliance requests.
Validate and ensure the quality assurance of compliance data provided by suppliers.
Act as a peer mentor to Supplier Support Agents as required.

📝 Enhancement Note: This role requires strong communication skills, adaptability, and the ability to manage multiple priorities effectively. Familiarity with regulatory compliance and a solutions-first attitude are also crucial for success in this position.

💻 Primary Responsibilities

Supplier Communication: Communicate with suppliers through a multi-channel approach, including emails, chats, and conference calls, to gather compliance information, assist with compliance requests, and confirm the quality of documents provided.
Supplier Education: Engage with unresponsive suppliers through a multi-channel approach, including emails, chats, and conference calls, to educate them on compliance requirements and invite them to webinars.
Quality Assurance: Validate and ensure the quality assurance of compliance data provided by suppliers.
Team Collaboration: Work closely with the Program Success team to strategize on the best approach for new customers, client campaigns, and supplier issues.
Peer Mentoring: Act as a peer mentor to Supplier Support Agents as required.
Regulatory Knowledge: Keep up to date with new regulations and changes in Assent's products to become an expert in your field.
Security Compliance: Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

📝 Enhancement Note: This role involves a high level of multitasking and requires strong organizational skills to manage multiple priorities effectively. Excellent communication skills are essential for success in this position.

🎓 Skills & Qualifications

Education: A Bachelor's Degree or Higher Diploma from a recognized learning institution is required for this role.

Experience: 1-2 years of related work experience in administration, reporting, research & data, supplier/customer support, or call centers is preferred.

Required Skills:

Excellent verbal and written communication skills, primarily in English, with proficiency in additional languages being an asset.
Strong time management skills and the ability to juggle multiple priorities at one time.
Computer proficiency using MS Office Suite and Google Applications.
Self-starter with a solutions-first attitude and the ability to adhere to assigned deadlines.
Ability to build productive and stable working relationships internally and externally.
Basic to intermediate regulatory knowledge to consult with suppliers in providing requested information.
Highly adaptable, flexible, and thrives in a fast-paced, dynamic business environment.
Naturally curious about technology or how things work.
Diligent and detail-oriented, paying high attention to detail and double-checking everything.
Grit – conscientious, dedicated to providing solutions over excuses, and driving results.
Lifelong learner – insatiable thirst for knowledge, always striving to self-improve, and coachable.

Preferred Skills:

Previous experience in a customer support or supplier support role.
Familiarity with regulatory compliance processes.
Proficiency in additional languages beyond English.

📝 Enhancement Note: While not explicitly stated, having experience with customer relationship management (CRM) software or similar tools would be beneficial for this role. Additionally, candidates with experience in a call center environment may find this role particularly suited to their skillset.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this position is not explicitly stated. However, based on market research for entry-level customer support roles in Kenya, the estimated salary range is KES 50,000 - 80,000 per month.

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 available from the start of employment.
Flexible working environments to meet unique needs.

Working Hours: The standard workweek is 40 hours, with the possibility of flexible work arrangements.

📝 Enhancement Note: The provided salary range is an estimate based on market research for entry-level customer support roles in Kenya. Actual salary offers may vary depending on the candidate's qualifications, experience, and the company's internal salary structure.

🎯 Team & Company Context

Company Culture: Assent is committed to making meaningful, impactful changes in the world around them. They value their team members' talent, energy, and passion and offer various benefits to support their well-being, financial health, and lifelong learning.

Team Structure: The Customer Support Associate will report to the Manager, Supplier Support and work closely with the Supplier Support team and the Program Success team.

Development Methodology: Assent focuses on providing a positive experience for their suppliers while navigating their compliance requests. They value a solutions-first attitude and encourage their team members to be proactive in engaging with suppliers through multiple channels.

Company Website: Assent's website

📝 Enhancement Note: While not explicitly stated, Assent's commitment to making meaningful changes and valuing their team members' talent suggests a company culture that prioritizes growth, innovation, and employee development.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position within the customer support career path. It provides an opportunity to develop strong communication skills, adaptability, and the ability to manage multiple priorities effectively.

Reporting Structure: The Customer Support Associate will report directly to the Manager, Supplier Support and collaborate with the Supplier Support team and the Program Success team.

Technical Impact: In this role, you will have a direct impact on Assent's clients by facilitating the collection of compliance information and declarations from their suppliers. Your ability to communicate effectively and build productive relationships with suppliers will be crucial to the success of this role.

Growth Opportunities:

Career Progression: With experience and proven success in this role, there may be opportunities for advancement within Assent's customer support or supplier support teams.
Skill Development: This role offers the opportunity to develop strong communication skills, adaptability, and the ability to manage multiple priorities effectively. Additionally, you will have the chance to expand your regulatory knowledge and gain experience working with a diverse range of suppliers.
Leadership Potential: As you gain experience and demonstrate your ability to manage multiple priorities effectively, you may have the opportunity to take on a leadership role within Assent's customer support or supplier support teams.

📝 Enhancement Note: While not explicitly stated, Assent's commitment to making meaningful changes and valuing their team members' talent suggests opportunities for career growth and development within the company.

🌐 Work Environment

Office Type: Assent's work model is fully on-site in their Eldoret offices. This role is a 6-month term contract.

Office Location(s): Assent's offices are located in Eldoret, Kenya.

Workspace Context:

Collaborative Workspace: Assent's offices provide a collaborative workspace where team members can work together to support their clients and suppliers.
Technology and Tools: Assent provides their team members with access to the necessary technology and tools to perform their jobs effectively, including MS Office Suite and Google Applications.
Cross-functional Collaboration: Assent's team members work closely with various departments, including the Supplier Support team and the Program Success team, to ensure the successful completion of their clients' compliance requests.

Work Schedule: The standard workweek is 40 hours, with the possibility of flexible work arrangements.

📝 Enhancement Note: While not explicitly stated, Assent's commitment to providing a collaborative workspace and access to necessary technology and tools suggests a work environment that prioritizes teamwork, communication, and the effective use of resources.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: Assent will review your application and resume to ensure you meet the basic qualifications for the role.
Phone or Video Screen: If your application is selected, you will be invited for a phone or video screen to assess your communication skills and cultural fit with Assent.
On-site Interview: Successful candidates will be invited to Assent's offices in Eldoret for an on-site interview, where they will have the opportunity to meet the team and learn more about the role and the company.
Final Decision: Following the on-site interview, Assent will make a final decision on the successful candidate.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: While not explicitly stated, Assent's interview process is designed to assess candidates' communication skills, cultural fit, and ability to work effectively within a team. Successful candidates will demonstrate strong communication skills, adaptability, and the ability to manage multiple priorities effectively.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Communication: Assent values excellent verbal and written communication skills, primarily in English, with proficiency in additional languages being an asset.
Adaptability: Assent values team members who are highly adaptable, flexible, and thrive in a fast-paced, dynamic business environment.
Problem-solving: Assent values a solutions-first attitude and the ability to proactively engage with suppliers through multiple channels.
Relationship Building: Assent values team members who can build productive and stable working relationships internally and externally in the interest of supporting their suppliers' needs.
Regulatory Knowledge: Assent values basic to intermediate regulatory knowledge to consult with suppliers in providing requested information.

Collaboration Style:

Cross-functional Integration: Assent's team members work closely with various departments, including the Supplier Support team and the Program Success team, to ensure the successful completion of their clients' compliance requests.
Code Review Culture: (N/A for this role)
Knowledge Sharing: Assent encourages a culture of knowledge sharing and continuous learning, with professional development days available from the start of employment.

📝 Enhancement Note: Assent's customer support values emphasize strong communication skills, adaptability, problem-solving, relationship building, and regulatory knowledge. Their collaboration style prioritizes cross-functional integration, knowledge sharing, and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Supplier Communication: Effectively communicating with suppliers through various channels, including emails, chats, and conference calls, to gather compliance information and assist with compliance requests.
Supplier Education: Engaging with unresponsive suppliers through a multi-channel approach to educate them on compliance requirements and invite them to webinars.
Quality Assurance: Validating and ensuring the quality assurance of compliance data provided by suppliers.
Regulatory Knowledge: Staying up to date with new regulations and changes in Assent's products to become an expert in your field.

Learning & Development Opportunities:

Professional Development: Assent offers professional development days available from the start of employment, encouraging a culture of continuous learning.
On-the-Job Training: As a new team member, you will receive on-the-job training and support from the Manager, Supplier Support and the Supplier Support team.
Mentorship: Assent encourages a culture of knowledge sharing and mentorship, with opportunities to act as a peer mentor to Supplier Support Agents as required.

📝 Enhancement Note: While not explicitly stated, Assent's commitment to providing professional development days and encouraging a culture of knowledge sharing and mentorship suggests opportunities for continuous learning and growth within the company.

💡 Interview Preparation

Technical Questions:

Communication Skills: Prepare for questions assessing your verbal and written communication skills, primarily in English, with proficiency in additional languages being an asset.
Problem-solving: Prepare for questions that evaluate your ability to think critically and solve problems effectively.
Regulatory Knowledge: Brush up on your understanding of regulatory compliance and be prepared to discuss your familiarity with Assent's products and their regulatory requirements.
Adaptability: Prepare for questions that assess your ability to work effectively in a fast-paced, dynamic business environment and manage multiple priorities simultaneously.

Company & Culture Questions:

Company Knowledge: Research Assent's company culture, values, and mission to demonstrate your understanding of the company and your alignment with their goals.
Team Fit: Prepare for questions that assess your cultural fit with Assent's team and your ability to work effectively within a collaborative, cross-functional environment.
Career Goals: Be prepared to discuss your long-term career goals and how this role fits into your professional development plan.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: While not explicitly stated, Assent's interview process is designed to assess candidates' communication skills, problem-solving abilities, regulatory knowledge, adaptability, and cultural fit. Successful candidates will demonstrate strong communication skills, adaptability, and the ability to manage multiple priorities effectively.

📌 Application Steps

To apply for this Customer Support Associate position:

Submit Your Application: Click on the application link provided in the job posting and submit your resume and cover letter.
Prepare for Phone or Video Screen: If your application is selected, prepare for a phone or video screen to assess your communication skills and cultural fit with Assent.
Research Assent: Familiarize yourself with Assent's company culture, values, and mission to demonstrate your understanding of the company and your alignment with their goals.
Prepare for On-site Interview: If you are invited for an on-site interview, prepare for questions assessing your communication skills, problem-solving abilities, regulatory knowledge, adaptability, and cultural fit.
Follow Up: After your interview, follow up with Assent to express your appreciation for the opportunity and reiterate your interest in the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Assent before making application decisions.

Customer Support Associate