JOB TITLE |
CUSTOMER SERVICE REPRESENTATIVE |
NATURE OF JOB |
FULL TIME |
INDUSTRY |
|
SALARY |
KSHS. 20,000-25,000 |
JOB LOCATION |
GIGIRI |
DUTIES AND RESPONSIBILITIES
- Serve as the first point of contact for all customer inquiries via phone, email, social media, or in-person visits.
- Provide accurate information about products, services, pricing, and delivery timelines.
- Educate customers on procedures, policies, and available solutions.
- Handle complaints, returns, and service issues professionally and promptly.
- Follow up with customers to ensure satisfaction and resolution of issues.
- Manage the front desk area including handling incoming calls, greeting visitors, and directing them appropriately.
- Maintain a tidy, organized, and professional reception area.
- Schedule and confirm appointments, bookings, or dispatches where applicable.
- Liaise with the logistics/dispatch team to track customer orders and delivery status.
- Update customers on delivery timelines and resolve any delays or issues that may arise.
- Confirm and record customer order details, ensuring accuracy before processing.
- Accurately log all customer interactions, feedback, and complaints in the CRM or internal system.
- Maintain up-to-date customer records, contact details, and service history.
- Generate basic reports on customer trends, feedback, and service issues.
- Identify recurring customer concerns and report them to management for strategic resolution.
- Escalate complex or unresolved issues to the appropriate department or supervisor.
- Work closely with the operations, sales, and dispatch teams to ensure smooth customer service flow.
- Communicate internal delays, stock issues, or delivery problems to customers in a timely manner.
- Participate in team meetings and contribute feedback for improving service quality.
- Assist in basic office tasks such as filing, photocopying, and inventory of front office supplies.
- Prepare and issue customer documents such as receipts, order confirmations, and invoices when needed.
- Actively seek feedback from customers to improve services.
- Recommend improvements in processes, scripts, or systems to enhance the customer journey.
- Maintain confidentiality and professionalism at all times.
- Uphold company values and ensure a high standard of service delivery in every customer interaction.
KEY REQUIREMENT SKILLS AND QUALIFICATION
- Diploma or Degree in Business Administration, Communication, Marketing, or a related field.
- Proven experience in a customer service or front office role.
- Previous experience in the delivery or logistics sector is a strong advantage.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with a customer-centric attitude.
- Ability to multitask and handle pressure in a fast-paced environment.
- Proficient in Microsoft Office (Word, Excel, Outlook); experience with CRM systems is an added advantage.
- Professional appearance and demeanor.
HOW TO APPLY
- If you meet the above qualifications, skills and experience share CV on
This email address is being protected from spambots. You need JavaScript enabled to view it. - Interviews will be carried out on a rolling basis until the position is filled.
Only the shortlisted candidates will be contacted.