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.