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Certified Customer Service & Online Support Specialist
Every Kenyan business with an online presence needs someone to answer WhatsApp messages, respond to social media comments, handle complaints, and follow up on orders. Most small businesses lose customers not because of bad products, but because nobody replied fast enough. This course teaches you to run professional customer support — the kind that turns one-time buyers into repeat customers.
5 lessons5–6 hours15 exam questions75% pass mark
What you'll learn
- ✓Manage WhatsApp Business, social media, and email support professionally
- ✓Handle complaints, refunds, and difficult customers without losing them
- ✓Set up support systems — templates, FAQs, escalation flows
- ✓Track customer satisfaction and reduce response times
- ✓Upsell and cross-sell through support conversations
- ✓Package customer service as a freelance offering on Kaziiko
Who this is for
- →Anyone who wants to offer virtual customer support services
- →Small business owners handling their own support and wanting systems
- →Virtual assistants expanding into dedicated customer service
- →Call centre workers transitioning to online/remote support
Course curriculum
1Free Preview
Customer Service in the Kenyan Market
25 min
2
WhatsApp Business Mastery
30 min
3
Social Media and Review Management
25 min
4
Building Support Systems
25 min
5
Upselling Through Support
20 min