Multilingual Customer Support Specialist

About the role

Servtech is looking for a Multilingual Customer Support Specialist to join its Kigali team. You will be the first point of contact for customers across Africa, handling inquiries in English, French and Kinyarwanda while ensuring a friendly and professional experience.

Key responsibilities

• Respond to customer emails and chat messages, providing accurate information and guidance.
• Troubleshoot and resolve issues, aiming for first‑contact resolution whenever possible.
• Log, track and follow up on cases using the company’s support platform.
• Collaborate with teammates and other departments to deliver end‑to‑end solutions.
• Escalate complex problems to higher‑level support with full context.
• Work closely with the Customer Service Team Leader to meet quality and performance targets.

Required profile

• Fluent in English, French and Kinyarwanda (written and spoken).
• At least 1 year of experience in customer support or a related field.
• Strong verbal and written communication skills with a customer‑focused attitude.
• Ability to work in a fast‑paced contact‑center environment, including evenings and weekends.
• College diploma or equivalent; a Bachelor’s degree is a plus.

Required skills

• Problem‑solving and decision‑making abilities.
• Attention to detail and solid time‑management/multitasking.
• Interpersonal skills for effective collaboration.