JOB DESCRIPTION
Key Responsibilities:
- Serve as the primary point of contact for customer inquiries across various channels including phone, email, in-person, and social media.
- Address and resolve product or service issues raised by customers in a timely and professional manner.
- Maintain accurate records of customer interactions, complaints, and resolutions using internal systems.
- Guide customers through product features, service processes, and troubleshooting steps.
- Escalate unresolved issues to relevant departments while maintaining accountability for follow-up.
- Monitor and respond to customer feedback to help improve service delivery and overall satisfaction.
- Collaborate with internal departments such as sales, dispatch, and accounts to resolve client- related issues.
- Assist in processing orders, forms, applications, and requests as needed.
- Provide proactive updates to customers regarding the status of their issues, deliveries, or requests.
- Support the front office by managing walk-ins and directing clients appropriately.
- Ensure a clean and organized customer service environment, whether physical or digital.
- Participate in training and development sessions to stay informed on products and best practices.
- Suggest ways to improve service procedures, policies, and standards.
- Handle difficult or emotional customers with empathy, patience, and professionalism.
- Uphold the company’s image by maintaining courtesy, professionalism, and efficiency at all times.
Qualifications:
- A Bachelor’s degree or Diploma in Customer Service, Business Administration, Communication, or a related field.
- 2 to 3 years of proven experience in a customer service or front office role.
- Proficient in both English and Kiswahili, with excellent written and verbal communication skills.
- Strong interpersonal and listening skills.
- Comfortable using basic computer applications (MS Office, email) and customer management systems.
- Ability to multitask, prioritize responsibilities, and manage time effectively.
- High emotional intelligence, patience, and attention to detail.
- Positive attitude and willingness to learn and adapt in a dynamic work environment.
Salary
Competitive
Monthly based
Location
Nairobi, Nairobi County, Kenya
Job Overview
Location
Nairobi, Nairobi County, Kenya
