Customer Service Representative

About the role

The Customer Service Representative will be the first point of contact for visitors, callers and online inquiries at Nairobi Central Hardware Ltd. This role ensures a professional front‑office experience while supporting several internal departments with administrative tasks.

Key responsibilities

• Greet and direct walk‑in customers, suppliers and guests in a courteous manner.
• Answer phone calls, WhatsApp messages and emails promptly, routing them to the appropriate team.
• Maintain a clean, organized reception area and provide refreshments to visitors.
• Record and forward customer complaints, inquiries and feedback to relevant departments.
• Conduct monthly customer satisfaction surveys and compile feedback reports.
• Attach invoices and receipts to delivery notes and verify invoice accuracy.
• Assist the Accounts, Sales, Operations and IT teams with routine administrative tasks.

Required profile

• At least 24 months of experience in customer service or front‑office roles.
• Professional appearance and strong interpersonal communication.
• Ability to handle multiple inquiries (phone, email, WhatsApp) simultaneously.
• Basic computer literacy for email handling and document filing.
• Attention to detail and ability to follow up on complaints and feedback.

Required skills